Valamar Plus Club Loyalty Programme Terms and Conditions

  1. LOYALTY PROGRAMME IN GENERAL

    The Valamar Plus Club Loyalty Programme (hereinafter: Loyalty Programme) is designed to reward the loyalty of the guests of accommodation facilities (hotels and apartments) owned by Valamar Riviera d.d., Stancija Kaligari 1, Poreč, Hrvatska, OIB: 36201212847 (hereinafter: Valamar). Valamar is also the owner of the Loyalty Programme. Valamar is a company that, as the main body, guarantees all the rights prescribed by the programme in the implementation of the programme. Loyalty Programme members are obliged to act responsibly and to abide by the provisions of the Terms and Conditions.

    The aim of the Programme is to enable its members to use the benefits described later in the text. By joining the Loyalty Programme, each Loyalty Programme member declares that he/she has read and understands the provisions of the Terms and Conditions and accepts them fully.

    The Loyalty Programme does not feature prize games or entertainment. The reward outcome of this Loyalty Programme is certain and every Loyalty Programme member who fulfils the conditions is entitled to various benefits.

    The unavailability of desired benefits does not entitle members of the Programme to accommodation price discount.

    Valamar Plus Club Programme is active in all Valamar facilities.

    A list of facilities which are included in the Loyalty Programme can be found in the following table.

    Valamar Collection Dubrovnik President Hotel 5* Valamar Villa Adria 4*
    Valamar Collection Isabella Island Resort 4*/5* Rubin Sunny Hotel by Valamar 3*
    Valamar Collection Girandella Resort 4*/5* COOEE Pinia Hotel by Valamar 3*
    Valamar Atrium Baška Residence 4* & 5* Pinia Sunny Residence by Valamar 3*
    Valamar Argosy Hotel 4*+ Naturist Resort Solaris 3*
    Valamar Lacroma Dubrovnik Hotel 4* Valamar Club Dubrovnik Hotel 3*
    Valamar Sanfior Hotel & Casa 4* Tirena Sunny Hotel by Valamar 3*
    TUI Family Life Bellevue Resort 4* Valamar Koralj Hotel 3*
    Valamar Tamaris Resort 4* Corinthia Baška Sunny Hotel by Valamar 3*
    Valamar Riviera Hotel & Residence 4* Allegro Sunny Hotel by Valamar 3*
    Valamar Diamant Hotel 4* & Residence 3* Miramar Sunny Hotel by Valamar 3*
    Valamar Zagreb Hotel 4* Marina Sunny Hotel by Valamar 2*
    Valamar Crystal Hotel 4* Pical Sunny Hotel by Valamar 2*
    Valamar Zvonimir Hotel 4* Lanterna Sunny Resort by Valamar 2*

    Loyalty Programme has limited application in the facilities of the island of Rab: points collection and usage of loyalty benefits are not available for members of the Programme.

    Valamar holds the right to change the list of hotels and apartments which are part of the Programme, together with the list of benefits and possible limitations, at any time.


  2. DEFINITIONS OF THE LOYALTY PROGRAMME

    Programme: the loyalty programme organised by Valamar under the name Valamar Plus Club. All authorship rights of this programme rest exclusively with the company Valamar Riviera d.d.

    Valamar+Club / Valamar Plus Club: brand owned by Valamar. The word mark is protected under the number Z20150444 and the figurative mark under the number Z20150445 before the State Intellectual Property Office.

    Stay: the period between arrival (check-in) and departure (check-out) from a hotel or apartment. Depending on the number of realised nights and points collected during one calendar year a member gains the right to different levels of membership, ie. types of benefits in accordance with the Terms and Conditions, where two nights during a single stay present the minimum number of nights necessary to become entitled to benefits, with obligatory booking through the website www.valamar.com/loyalty or Valamar reservation centre at least 48 hours before arrival.

    Client: a person who fulfils the conditions for entering the Loyalty Programme but has not yet entered it and has not yet accepted the Terms and Conditions of the Loyalty Programme.

    Loyalty Programme member: a person who has entered the Loyalty Programme and is entitled to the Loyalty Programme benefits in accordance with the membership level he belongs in and these Terms and Conditions. A detailed list of benefits depending on membership levels and the terms to realise them are listed on the website: www.valamar.com/loyalty.

    "Valamar Plus Club Starter" membership level: basic programme level to which all members are initially assigned.

    "Valamar Plus Club Insider" membership level: membership level obtained for staying 8 or more nights or accumulating 15.000 points for stays at hotels participating in the Programme as a Loyalty Programme member in one calendar year. It includes “Insider” benefits in the form of products and services in accordance with the current list of benefits.

    "Valamar Plus Club Elite" membership level: membership level obtained for staying 20 or more nights or accumulating 40.000 points for stays at hotels participating in the Programme as a Loyalty Programme member in one calendar year. It includes “Elite” benefits in the form of products and services in accordance with the current list of benefits.

    Point: a unit value expressed in reward points. Members collect points during their stays at facilities participating the programme and use the points through direct reservations.

    Valamar Plus Club card: the card which each member receives as a confirmation of his membership status for the purpose of tracking the membership level and obtaining benefits in accordance with the membership level which the member belongs to. The membership card is not transferable to other persons.

    Loyalty Programme Partner: legal or natural entities other than Valamar, outside Valamar Group, that provide Loyalty Programme members with services as part of the Loyalty Programme.

  3. PURPOSE OF THE PROGRAMME

    The purpose of the programme is to recognize and/or reward the guests of the facilities in the Valamar Group. To this end, Members are awarded with Valamar Plus Club points in the following way:

    • every actual stay, i.e. booked and paid for in a hotel or apartment, enjoyed and concluded at a hotel or apartment that is participating in the Programme.
    • points are accumulated for all expenses during stay that are charged on room account. Services used and paid in cash/credit card on external points of sale e.g. hotel restaurant are not eligible for points collection.

    Under no circumstances will points be earned, nor can they be accumulated, and will not be valid for any nights or stays, in the following cases:

    • For part of the stay paid with points.
    • For stays booked through tour operators or online travel agents (OTAs).
    • For bookings made with coupons/vouchers which a Member buys from a group sales portal.
    • For services used and paid in cash/credit card on external points of sale e.g. hotel restaurant are not eligible for points collection. All expenses must be charged on room account.
    • For products and services operated by third party companies e.g. beauty services, transfers, excursions, etc.
    • When the invoice has not been fully paid.
    • For wedding banquets.
  4. MEMBERSHIP CONDITIONS

    Membership in the Loyalty Programme is available to all natural persons older than 18. Membership in the Programme is free of charge. Persons can become members through the website www.valamar.com/loyalty or directly at the reception of any of Valamar’s hotels and resorts by filling out the Loyalty Programme application form.

    To become a member, the client has the obligation to fill out all the obligatory fields of the application form: name, surname, gender, date of birth, home address and e-mail address, and if he is applying through the form gotten at the reception, sign the form. Every member has the obligation to inform Valamar in case of any change of personal data entered in the application form. Valamar does not have any responsibility towards the Loyalty Programme member related to the inability to use the benefits of the Programme occurring due to erroneous or incomplete data provided by the Loyalty Programme member.

    In case no activity is recorded under a Loyalty Programme member’s ID number during a period of two years, the Member is no longer entitled to the programme points and benefits. The membership card is then deactivated and the status up until that moment is canceled. Reactivation of the card is possible, but without reclaiming the previous membership level. The Loyalty Programme member needs to request the reactivation in writing, based on which he becomes a Loyalty Programme member again.

    Members can end their Loyalty Programme membership at any time by written notification. This implies the withdrawal of the member who leaves the Loyalty Programme, which permanently ends the existing relationship between the member and the Loyalty Programme and terminates all benefits associated with the membership in the Loyalty Programme. The Loyalty Programme member has to return the membership card to Valamar when the membership ends.


    4.1. Obtaining and accumulating points

    The points obtained in the form described in section three of these terms and conditions will be added to the member’s card. Points will not be awarded for stays that are prior to the Programme registration date and prior to the launch of this version of the Loyalty Programme (13th June 2017)

    The point rewards system is subject to the following conditions and depending on membership level:

    • Valamar Plus Club Starter: 10 points per 1€.
    • Valamar Plus Club Insider: 11 points per 1€.
    • Valamar Plus Club Elite: 12 points per 1€.

    In the case of bookings made combining points and standard currency, points will only be obtained for the part corresponding to the value paid in currency, not the part paid with points.

    To obtain points and enjoy the benefits of the Valamar Plus Club Programme, it is essential for the guest to be identified at the hotel reception in question, ensuring that the details of the person checking in match those of the Programme card holder.

    Members accumulate points obtained through the services automatically enjoyed with their card for the total amount of the service booking. For services used and paid in cash/credit card on external points of sale e.g. hotel restaurant are not eligible for points collection. All expenses must be charged on room account in order to collect points. The points will be added to the account of each Member within 48 hours.

    The points obtained will only be accumulable in the account of the Member who has personally stayed at the hotel or who has used the service for which they have the right to obtain points.

    In the case of points obtained for hotel stays, they will only be accumulable on a maximum of two rooms during each stay. One of them must be occupied by the Member and the second should be for their children who are minors. Any rooms booked that do not meet these conditions will not be eligible to collect points.

    Points can be accumulated in the event of a no-show only when, according to the conditions of the booking, the room is charged for one or more nights as a consequence of the cancellation.


    4.2. Valamar Plus Club membership levels

    For the Member to obtain the membership levels described below, they will have to comply with the conditions defined below for each level, within one calendar year (from January 1 to December 31).

    The conditions for obtaining or maintaining, depending on the levels of the Programme, are as follows:

    Valamar Plus Club Starter: basic programme level to which all members are initially assigned

    Valamar Plus Club Insider:

    • has stayed at the hotels participating in the Programme for at least 8 nights in one calendar year
    • or has accumulated 15.000 points generated through stays at hotels participating in the Programme in one calendar year

    Valamar Plus Club Elite:

    • has stayed for 20 nights in one calendar year
    • or has accumulated 40.000 points generated through stays at hotels participating in the Programme in one calendar year

    In all of the above cases, the Member will have a period of one calendar year to meet the aforementioned conditions of this membership level. In case the Member achieves the condition of a specific membership level during the calendar year, he will be upgraded to the next membership level 48 hours after the checkout of the stay that enabled him to fulfil the condition. For example, if you were a Valamar Plus Club Starter, you would be upgraded to the Valamar Plus Club Insider membership level.

    In case no activity is recorded during a period of two years the Member is downgraded to the intial membership level and his points are deleted.

    At the end of a calendar year (December 31st), if none of these conditions are met within the calendar year, the Member will be downgraded to the level immediately below. For example, if you were a Valamar Plus Club Elite, you would be downgraded to the Valamar Plus Club Insider membership level.

    Stays booked through tour operators or travel agents that are not paid directly to the hotel, apartment or Valamar bank account, do not count for obtaining the right to benefits of Valamar Loyalty Programme. Booking portals, to which payments are made directly to the portal operator’s bank accounts, are also considered as travel agents. The same limitations apply to coupons/vouchers which a member buys from a group sales portal. Furthermore, stays for which the hotel issues invoices for services to third parties are also not taken into account, for example insurance companies and health care companies. Stays realised based on reward coupons/vouchers are not taken into account.


    4.3. Transferring points

    Points can be transferred between Valamar Plus Club accounts of different Members, via the website www.valamar.com, or via Valamar reservation centre. The cardholder is the only person eligible to request a transfer of their own points; requests from anybody else will not be fulfilled.

    Points transferred or received from another Member will under no circumstances be taken in consideration for the calculation of the membership level.


    4.4. Points redemption system

    The member has the right to make a points claim when, in their opinion, the information about their account and/or movements sent by the Programme does not comply with the applicable Terms and Conditions. The Member can submit their claim via their user account on www.valamar.com/loyalty or by telephone via Customer Care. They must always provide the relevant reservation number for the hotel stay or any service purchased for reference purposes.

    Members can always exchange their points by combining points and money at the best rate available via www.valamar.com or Valamar reservation centre.

    Extra costs not included in the booking made using points redemption or any other payment method must be paid for directly at the hotel by the Member.

    In the case of bookings with points, 100% of the points will be charged in the event of a no-show and/or cancellation of the booking depending on the cancellation policy. Payment using points redemption will not be accepted for any hotel stay or contracted services without a prior reservation on Valamar.com or Valamar reservation centre. This figure is subject to revision or modification by Valamar at any time.

    Bookings made using points redemption cannot be modified after check-in. If the Member wishes to shorten their stay, they will lose all the points for the remaining nights. Should the stay be lengthened, the points and discounts don’t apply to the additional nights. If the booking is made for a date after the points expire, the booking cannot be modified and the points cannot be recovered.


    4.5. Voucher promotions and promotional points

    Any personalised Member promotions can be always be viewed at www.valamar.com/loyalty user account; which includes all birthday surprise promotions and voucher codes.

    Promotional vouchers and points assigned to the Member cannot be transferred to a different Valamar Plus Club Member.

    Each promotion can have its own specific expiry date, which will be suitably indicated. Once this expiry date has been reached, these points or promotion voucher code will expire and will be removed from the account without prior notice. The Member waives any claim with respect thereto.

    Valamar reserves the right to offer different different conditions for promotional vouchers and points earned as part of a promotion.

  5. VALAMAR PLUS CLUB CARD

    When becoming a member through the website www.valamar.com/loyalty, the Loyalty Programme member receives a temporary identification document (an e-mail with an unique loyalty identification number and an temporary membership card), and his official membership card will be issued during his first stay after having become a member, ie. during the next check-in at the reception of a hotel or apartment.

    Members who apply for the Loyalty Programme by filling out the application form at the reception of a hotel or apartment receive their temporary membership card right away, and their permanent membership card during their next stay.

    The membership card is inactive when it is issued. The membership card will be automatically activated fifteen days after becoming a member, which every member will be informed about in writing by e-mail. After receiving their activation email, members that have applied to the programme at the reception will have to create a password for the online account in order to access their account. The card contains an unique identification number which is non-transferable and can in no case be revealed to a third party.

    In order to obtain benefits, members need to login to their membership user account when making a reservation through www.valamar.com or mention their card number to the reservations agent, and have to present their membership card during check-in at the reception of a hotel or apartment and when they are paying the receipt, ie. during check-out from a hotel or apartment.

    Registration of several persons under one account, as well as multiple registrations of the same person, are not possible.

    Members must not borrow, transfer, or sell their membership card, otherwise all the rights from this Programme will be lost.

    The membership card is not transferable and may only be used by the Loyalty Programme member who is the cardholder himself. The card is the property of Valamar and Valamar reserves the right to withdraw or refuse to accept a membership card if a member is not using the card in accordance with the terms and conditions of the membership.

    Members are responsible for all actions related to their card accounts.

    In the case of loss or theft, the membership card can be replaced free of charge only once. For each subsequent replacement of a membership card, the member will pay a fee of 10.00 Euro in HRK equivalent.

    Any use of a membership card for a fraudulent purpose will result in its immediate cancellation and the closing of the Loyalty Programme member’s account.

    In case of a Loyalty Programme member’s death, there is no transfer of membership to the heirs, and his membership is automatically terminated.

  6. BENEFITS AND USE OF BENEFITS

    Benefits can be used only during stays with minimum duration of two nights, booked through the website www.valamar.com/loyalty or Valamar reservation centre at least 48 hours before arrival to the name of a person who is a Loyalty Programme member.

    A list of benefits and possible limitations related to their use can be found on the Loyalty Programme website www.valamar.com/loyalty.

    Complaints about the services provided from the list of benefits can be filed only by presenting the voucher/ticket or retail receipt at the location where the service was provided or where the Programme member took over the product.

    Valamar can instruct third parties who provide services or products to Loyalty Programme members, i.e. Programme partners how to execute their obligations related to Valamar Loyalty Programme (especially when providing services as benefits). If a Loyalty Programme member uses Loyalty Programme benefits in the form of services provided by Programme partners, the provision of those services is subject to the General terms and conditions of the respective partner company. Valamar bears no responsibility for possible faults in the services provided, and the Programme member needs to contact the service provider directly in case of any demands related to the quality and provision of services.

    Valamar Loyalty Programme benefits can be used only in the form of benefits listed at the current Benefits List, at the website www.valamar.com/loyalty or in another special publication of Valamar Loyalty Programme.

    Benefits in Valamar Loyalty Programme cannot be transferred to another Loyalty Programme member’s account (existing one, or newly created one). Valamar Loyalty Programme benefits can be used only by presenting the membership card number when making a reservation, and if the Loyalty Programme member himself is checked-in at the accommodation facility for a minimum of two nights.

    Collecting points and moving up to the next membership level based on a realised stay is possible only for one person per accommodation unit, i.e. to the person whose membership card identification number was entered when making the reservation, i.e. during the stay, regardless of the number of Loyalty Programme members staying in that accommodation unit.

  7. PRIVACY POLICY

    By joining a loyalty programme, guests can collect points during their stay at VALAMAR RIVIERA, in the manner specified in the loyalty membership general terms and conditions. All terms of joining the loyalty programme, obligations of VALAMAR RIVIERA and rights of data subjects are specified in the in the loyalty membership general terms and conditions available at http://www.valamar.com/loyalty. A guest can become a loyalty programme member solely upon his or her own request, whereas the guest based on such membership enjoys various privileges and can at any time leave our loyalty programme.

    Collected data include: name, surname, sex, date of birth, e-mail address, mobile phone number, telephone number, address (street, house number, zip code, city and country).

    VALAMAR RIVIERA, based on a legitimate interest, has the right to collect and use all information about the e-mail address, name and surname of all loyalty programme members for the purpose of direct marketing done solely for the purpose of informing you about VALAMAR RIVIERA offers and news by e- mail. In this event, the data subject has the right to at any time and free of charge lodge a complaint to such processing, to the extent to which such processing is connected with direct marketing, whether in relation to initial or further processing. This data will be stored in guest database for 10 years.

    In addition, a person applying for membership may give VALAMAR RIVIERA a special permission, namely, consent, that all his or her information, including other personal information collected during stay (for example mobile phone number, telephone number, sex, number of children, marital status, language, pets, interests and activities enjoyed during stay, manner of travel, accommodation preferences, destination preferences, etc.) may be collected and used for further profiling of the data subject and for the purpose of maintaining contact and providing information about special and personalised offers, news and events organised by VALAMAR RIVIERA and/or Imperial through online channels (e-mail, web, internet promotions). In this event, the data subject has the right to at any time and free of charge withdraw his or her consent, including the consent for data processing for the purposes of creating a profile to the extent to which such processing is connected with direct marketing, whether in relation to initial or further processing, as well as the right to rectification of data and the right to be forgotten. You can go through all other details related to personal data collection and storage in personal databases by reading the Privacy Policy of Valamar Riviera d.d., which can be found at the accommodation unit reception and at https://www.valamar.com/en/privacy-policy.

    The above information is stored in the VALAMAR RIVIERA database of guests for 5 years.

  8. AMENDMENTS TO THE LOYALTY PROGRAMME TERMS AND CONDITIONS

    Valamar has the right to make amendments to the terms and conditions of participation in the Loyalty Programme, as well as these Terms and Conditions at any time. When making amendments to the Terms and Conditions of participation in the Loyalty Programme, Valamar will take the interests of Loyalty Programme members into consideration. The amended Terms and Conditions of participation become an integral part of these Terms and Conditions. When publishing the amendments to the terms regarding the participation, Valamar will point out this provision.

    Valamar can make amendments to these Terms and Conditions over time. Valamar retains the right to terminate the Loyalty Programme or to replace it with any other rewards loyalty programme at any time without specifying reasons. Valamar will take all the necessary steps to inform the members about amendments or the termination of the programme in due time and will not bear responsibility for potential losses or damages to members when the changes take effect. Upon the termination of the Loyalty Programme, the Loyalty Programme membership will automatically stop. The membership card will be deactivated and the Programme member will be informed about it in writing and he will not need to return the card.

    Termination or replacement of the Loyalty Programme does not constitute a valid ground for the Loyalty Programme members to claim damages.

    In the event of a dispute between Valamar and a Loyalty Programme member, Croatian law is applied, any disputes relating to the provision and application of these Terms and Conditions shall be settled primarily by agreement or, if this is not possible, the territorial jurisdiction of the competent court will be determined according to the headquarters of Valamar.

    The currently valid Terms and Conditions of the Loyalty Programme are available at www.valamar.com/loyalty.

  9. NOTIFICATIONS ABOUT THE PROGRAMME

    All informations regarding the Loyalty Programme are available at the website www.valamar.com/loyalty.

    All questions about membership as well as notifications about changes in personal data or any other information relevant to the membership can be sent by the members to the following e-mail address: info-loyalty@valamar.com or phone number: +385 52 408 222.

    These Terms and Conditions enter into force upon their delivery.


    Poreč, 25th May 2018
    MANAGEMENT OF VALAMAR RIVIERA d.d.

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