GENERAL INFORMATION ON THE LOYALTY PROGRAMME
The Valamar Plus Club Loyalty Programme (hereinafter: Loyalty Programme) has been designed to reward the loyalty of guests staying at the accommodation facilities owned by the company Valamar Riviera d.d. Stancija Kaligari 1, Poreč, Croatia, PIN: 36201212847 (hereinafter: Valamar). Valamar is also the owner of the Loyalty Programme. Valamar is a company that, as the main authority, guarantees the rights prescribed herein, in the implementation of the programme. The Loyalty Programme members are obliged to act responsibly and abide by the provisions of the Terms and Conditions.
The aim of the Loyalty Programme is to enable its members to use the benefits described hereinafter. By joining the Loyalty Programme, each member declares that he or she has read and understood the provisions of the Terms and Conditions and accepts them in their entirety.
The programme does not function as a prize game or provide entertainment. The Loyalty Programme guarantees rewards and each member that meets the conditions becomes entitled to various benefits.
The unavailability of the desired benefits does not entitle the programme members to a discount on accommodation.
The Valamar Plus Club programme is active in all Valamar facilities*.
The facilities included in the Loyalty Programme are listed in the tables below:
- Valamar Collection Marea Suites 5*
- Valamar Collection Dubrovnik President Hotel 5*
- Valamar Collection Girandella Resort 4*/5*
- Valamar Collection Isabella Island Resort 4*/5*
- Valamar Argosy Hotel 4*
- Valamar Lacroma Dubrovnik Hotel 4*
- Valamar Atrium Baška Residence 4* & 5*
- Valamar Riviera Hotel & Residence 4*
- Valamar Sanfior Hotel & Casa 4*
- Valamar Tamaris Resort 4*
- Valamar Diamant Hotel 4* & Residence 3*
- Valamar Zagreb Hotel 4*
- Valamar Crystal Hotel 4*
- Valamar Villa Adria 4*
- Valamar Zvonimir Hotel 4*
- TUI Family Life Bellevue Resort 4*
- Valamar Pinia Hotel 3*
- Valamar Koralj Hotel 3*
- Valamar Club Dubrovnik Hotel 3*
- Tirena Sunny Hotel by Valamar 3*
- Rubin Sunny Hotel by Valamar 3*
- Allegro Sunny Hotel by Valamar 3*
- Miramar Sunny Hotel by Valamar 3*
- Corinthia Baška Sunny Hotel by Valamar 3*
- Naturist Resort Solaris 3*
- Pical Sunny Hotel by Valamar 2*
- Lanterna Sunny Resort by Valamar 2*
*The accommodation facilities in Rab (Valamar Collection Imperial Hotel 4*, Valamar Padova Hotel 4*, TUI SENSIMAR Carolina Resort by Valamar 4*, San Marino Sunny Resort by Valamar 3* and Eva Sunny Hotel & Residence by Valamar 2* & 3*, Padova Premium Camping Resort 4* and San Marino Camping Resort 4), in Makarska (Valamar Meteor Hotel 4*, Dalmacija Sunny by Valamar 3* and Rivijera Sunny by Valamar 3*) and in Obertauern (Valamar Obertauern hotel 4* ex. Petersbühel) are partially included in the Loyalty Programme.
- Krk Premium Camping Resort 5*
- Istra Premium Camping Resort 5*
- Lanterna Premium Camping Resort 4*
- Ježevac Premium Camping Resort 4*
- Padova Premium Camping Resort 4*
- Bunculuka Camping Resort 4*
- Baška Beach Camping Resort 4* (ex. Zablaće)
- Marina Camping Resort 4*
- San Marino Camping Resort 4*
- Solaris Camping Resort 3*
- Orsera Camping Resort 3*
- Škrila Sunny Camping 3*
- Solitudo Sunny Camping 3*
- Brioni Sunny Camping 2*
- Tunarica Sunny Camping 2*
*The Mon Perin campsite is not included in the Valamar Plus Club Loyalty Programme and the benefits thereof may not be used at the aforementioned campsite.
During the Outlook and Dimensions festivals at the Brioni campsite, the Loyalty Programme does not apply and collecting points and using the other benefits of the Loyalty Programme is not possible.
Valamar reserves the right to modify the list of facilities included in the programme, along with the list of benefits and possible restrictions, at any moment.
LOYALTY PROGRAMME DEFINITIONS
Programme: the loyalty programme organised by Valamar under the name of the Valamar Plus Club. The company Valamar Riviera d.d. holds the copyright to the loyalty programme.
Valamar+Club / Valamar Plus Club: a brand owned by Valamar. The word mark and figurative mark are protected by the State intellectual property office under the numbers Z20150444 and Z20150445 respectively.
Stay: the period between the arrival (check-in) and departure (check-out) from the hotel, apartment or campsite. Depending on the number of overnight stays and the points accumulated in a single calendar year, members become eligible for different membership levels, i.e. benefits in accordance with the Terms and Conditions, with a two-night minimum stay required for benefit eligibility, which must be booked via the websites www.valamar.com or www.camping-adriatic.com or at the Valamar Reservation centre no later than 48 hours before arrival.
Client: a person who meets the conditions for joining the Loyalty Programme, although he or she has not done so yet and has not accepted the Loyalty Programme Terms and Conditions.
Loyalty Programme member: a person who has joined the Loyalty Programme and is entitled to the benefits thereof, in accordance with the membership level for which he or she is eligible and the Terms and Conditions. A detailed list of benefits, depending on the membership level, as well as the conditions for benefit eligibility, is available on the websites: www.valamar.com and www.camping-adriatic.com.
"Valamar Plus Club Starter" membership level: the basic programme level to which all members are initially assigned
"Valamar Plus Club Insider" membership level: the membership level obtained by Loyalty programme members for staying 8 or more nights or accumulating 15,000 points for staying at the facilities included in the programme in a single 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: the membership level obtained by Loyalty programme members for staying 20 or more nights or accumulating 40,000 points for staying at the facilities included in the programme in a single 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 the facilities included in the programme and use the points through direct bookings.
Valamar Plus Club card: the card given to each member as confirmation of his or her membership status for the purpose of tracking the membership level and obtaining benefits in accordance with the membership level of the member. The membership card cannot be transferred to other persons.
Loyalty Programme Partner: legal or natural persons other than Valamar, outside the Valamar Group that provide services to the Loyalty Programme members as part of the Loyalty Programme.
Additional benefits: services provided to the members of the Valamar Loyalty or Partner Programme. The list of additional benefits is available on the websites www.valamar.com/loyalty and www.camping-adriatic.com/loyalty. In order to become eligible for the discount benefit provided by a Programme Partner, the member must present the membership card to the Programme Partner. Valamar is not the performer of services provided by the Program Partners and does not guarantee the quality thereof. Valamar reserves the right to cease cooperation with the Program Partners at any moment without giving valid reasons. The person whose name appears on the membership card must be present in order to use the additional benefits of the Loyalty Programme.
The purpose of the programme is to identify and/or reward the guests of the facilities in the Valamar Group. To this end, the Valamar Plus Club points are allocated to the members as follows:
- every actual stay, i.e. booked and paid for at the hotel, resort or campsite, enjoyed and concluded at the hotel, resort or campsite included in the programme.
- points are accumulated for all expenses during the stays charged to the accommodation unit invoice. Services used and paid for with cash or credit card at external sales points (e.g. the hotel restaurant) will not earn you points.
Under no circumstances will points be earned or accumulated, nor will they be valid for any nights or stays in the following cases:
- For paying for part of the stay with points.
- For stays booked via tour operators or online travel agencies.
- For bookings made with coupons/vouchers, which have been purchased by a member on an online group sale portal.
- For services used and paid for with cash or credit card at external sales points (e.g. the hotel restaurant) and that do not earn you any points. All expenses must be charged to the room invoice.
- For products and services provided by third-party companies (e.g. beauty salons, transfers, excursions etc.)
- If the invoice has not been paid in full.
- For wedding banquets.
Membership in the Loyalty Programme is available to all natural persons over the age of 18. Membership in the programme is free of charge. Persons can join the programme via the websites www.valamar.com or www.camping-adriatic.com or directly at the reception of any Valamar hotel, resort or campsite by filling out the Loyalty Programme application form.
In order to join the Loyalty Programme, the client must fill in all the required fields of the application form: first and last name, sex, date of birth, home address and e-mail, as well as sign the form if he or she has received one at the reception for the purpose of joining the programme. Every member is required to notify Valamar in case of modifying the personal data entered in the application form. Valamar does not have any responsibility towards Loyalty Programme members with regard to their inability to use the Program benefits due to providing erroneous or incomplete data.
If no activity is recorded under a loyalty programme's member ID number over a period of two years, he or she is no longer entitled to obtain points and use the programme benefits. The membership card is then deactivated and the hitherto achieved status is cancelled. Reactivating the card is possible, but without restoring the previous membership level. The Loyalty Programme member must request the reactivation in writing, which will allow him or her to become a Loyalty programme member again.
Members may cancel their Loyalty Programme membership with a written notification at any moment without giving a valid reason. This implies the withdrawal of the member and the cancellation of participation in the Loyalty programme, which permanently terminates the relationship between the member and the Loyalty programme, as well as all the benefits associated with membership in the Loyalty programme. Upon cancelling participation in the Loyalty Programme, the member must return the membership card to Valamar.
4.1. Obtaining and accumulating points
The points obtained in the manner described in the third paragraph of the Terms and Conditions shall be added to the card of the Loyalty Programme member. Points will not be awarded for stays prior to the programme registration date and the implementation of this version of the Loyalty Programme (for stays at hotels and resorts before June 13th 2017 and stays at campsites before 24th October 2018)
The reward points system is subject to the following conditions, depending on the 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 order to obtain points and enjoy the Valamar Plus Club Programme benefits, the guest must be identified at the reception of the facility in question, to ensure that the information of the person checking-in matches that of the Loyalty Programme cardholder.
Members automatically accumulate points for using their card for services in the total amount of the booking. Services used and paid for with cash or credit card at external sales points (e.g. the hotel restaurant) do not earn you any points. All expenses must be charged to the room invoice in order to earn points. The payer must be a member of our loyalty programme in order to gain the right to points. The points will be added to the account of each member no later than 7 days after checking out.
The obtained points will only be added to the account of members who have personally stayed at the facility or have used services that allow them to obtain points.
The points obtained for stays may only be added to a maximum of two rooms per stay. One room must be occupied by the member and the other by his or her underage children. Booked rooms that do not meet the aforementioned conditions will not earn you points.
Staying at Valamar campsites does not make guests who pay a flat rate and are loyalty programme members, eligible for reward points; however, as loyalty programme members, they are eligible for the other benefits mentioned in the Programme in the form of products and services (additional benefits).
The accumulated points cannot be obtained on the basis of other expenses incurred by the member during his or her stay.
Valamar may allocate additional reward points during promotional campaigns or when offering special deals, depending on the company's decision.
The accumulated points have no cash value and may not be redeemed for money. In case of cancelling a booking that entails the use of points, the following rules shall apply:
- Booking cancellation within the designated period (in accordance with the cancellationnconditions indicated on the booking receipt) – points shall be returned to the member's Loyalty Programme account
- Booking cancellation outside the designated period (in accordance with the cancellation conditions indicated on the booking receipt) – points shall not be returned to the member's Loyalty Programme account
The member of the Loyalty Programme may transfer his or her collected points to another person, as long as he or she is also a member of the Loyalty Programme. The collected points shall be transferred by sending a written request to the e-mail addresses email@example.com and firstname.lastname@example.org or via the Plus Club web user interface.
The member of the Loyalty Programme may not book accommodation for friends or family using his or her membership card and, by extension, obtain points on his or her account without staying with them at the booked facility. The points are only obtained through personal stays made by the cardholder, as well as realised overnight stays in the accommodation unit where the cardholder is registered. If there are several Loyalty Programme members staying at the same accommodation unit at the same time, only one person/member is entitled to earn points for that stay.
In case of the death of a Loyalty Programme member, the points will not be transferred to his or her heirs and will be automatically cancelled, while the membership card will become invalid.
Collecting reward points may be combined with benefits provided by other associations, such as ADAC or any other camping club or association; however, discounts given by motorcycle clubs cannot be used to reduce the cost of a stay during which the reward points are used.
Members can check their points balance at any moment by contacting Valamar via e-mail at email@example.com and firstname.lastname@example.org, by calling +385 52 408 222 or by logging into the web user account at www.camping-adriatic.com/loyalty or www.valamar.com/loyalty in the Plus Club section.
4.2. Valamar Plus Club – membership levels
In order for a member to obtain the membership levels described below, he or she must comply with the conditions defined below for each level within a single calendar year (from January 1st to December 31st).
The conditions for obtaining or maintaining the programme levels are as follows:
Valamar Plus Club Starter: the basic programme level to which all members are initially assigned
Valamar Plus Club Insider:
- a member who has stayed in the properties included in the programme for at least 8 nights in a single calendar year
- or has accumulated 15,000 points by staying at properties included in the programme in a single calendar year
Valamar Plus Club Elite:
- a member who has stayed for 20 nights in a single calendar year
- or has accumulated 40,000 points by staying at properties included in the programme in a single calendar year
In all of the above cases, the Member will have the period of a single calendar year to meet the aforementioned conditions stipulated by the membership level in question. Should a member meet the conditions required for a specific membership level, he or she will be upgraded to the next membership level 48 hours after checking-out of the property that enabled him or her to meet the conditions. For example, if you were a Valamar Plus Club Starter, you would be upgraded to the Valamar Plus Club Insider membership level.
If any of the aforementioned conditions are met within a single calendar year, the member will be downgraded to the level immediately below at the end of the calendar year (31st December). For example, if you were a Valamar Plus Club Elite, you would be downgraded to the Valamar Plus Club Insider membership level.
* The following stays by programme members are not eligible for the Valamar loyalty programme benefits: stays booked via tour operators or travel agents that are not paid directly into the bank account of the facility or Valamar. Booking portals are also considered travel agents if payments are made directly into the portal operator's bank account. The same limitations apply to coupons/vouchers that are bought by a member from a group sales portal. Furthermore, stays for which the hotel issues invoices for services to third parties will not be taken into account, e.g. insurance and healthcare companies. Stays realised through reward coupons/vouchers will also not be taken into account.
4.3. Points transfer
Points may be transferred between the Valamar Plus Club accounts of different members via the websites www.valamar.com or www.camping-adriatic.com or at the Valamar Reservation Centre. The cardholder is the only person who can request the transfer of his or her points, while such requests made by other persons will not be taken into account.
The points transferred or received from another member will under no circumstances be taken into consideration for determining the membership level.
4.4. Point redemption system
Using the accumulated points must be announced when booking the accommodation by contacting the Valamar Reservation Centre or when booking via the websites www.valamar.com or www.camping-adriatic.com.
The member has the right to make a points claim when, in his or her opinion, the information pertaining to his or her account and/or movements, which has been sent by the programme, does not comply with the applicable Terms and Conditions. The member may submit a claim via his or her user account on the websites www.valamar.com or www.camping-adriatic.com or by calling Customer Care. The relevant hotel booking number or purchased service must be indicated for reference in every claim.
Members can always exchange their points by combining them with money at the most affordable rate available via the websites www.valamar.com and www.camping-adriatic.com or at the Valamar Reservation Centre.
Extra costs not included in the booking, which have been incurred by using points or another payment method, must be paid for by the member directly at the hotel.
In case of bookings with points, 100% of the points will be used if the member fails to arrive and/or cancel the booking, depending on the conditions thereof. Payments using point redemption will not be accepted for stays or arranged services without prior booking made on the Valamar.com website or at the Valamar Reservation Centre. This is subject to revision or modification by Valamar at any moment.
Bookings made using point redemption cannot be modified after checking in at the reception.
If points are used for a reservation, discounts cannot be combined. This means that your discount is applied either through your points, or on some other basis, but not both (ADAC, ACSI cards…).
4.5. Voucher promotions and promotional points
Members can check the personalised promotions at any moment by logging into their account at www.valamar.com or www.camping-adriatic.com. These include birthday surprise promotions and voucher codes.
The promotional vouchers and points allocated to a member cannot be transferred to another Loyalty Programme member.
Each promotion can have its own specific expiration date, which will be suitably indicated. Once this date has been reached, the points and promo voucher code will be removed from the account without prior notification. The member waives all claims with respect thereto.
Valamar reserves the right to offer different conditions for promotional vouchers and points earned as part of the promotion.
THE VALAMAR PLUS CLUB CARD
When joining the Loyalty Programme via the websites www.valamar.com or www.camping-adriatic.com, the member will receive a temporary identification document (an e-mail containing a unique ID loyalty number and a temporary membership card), while the official membership card will not be issued to him or her until the second stay after joining the programme i.e. the next check-in at the reception of the facility included in the programme.
Members who sign up for the loyalty programme by filling in the application form at the reception of the accommodation facility will immediately receive their temporary membership card, while their permanent membership card will be given to them during their next stay. The membership card is inactive upon issuing. The membership card will be automatically activated no sooner than fifteen days after joining the programme, which every new member will be informed about in writing via e-mail. Upon receiving the activation e-mail, members who signed up for the programme must create a password in order to access their online account. The card contains a unique ID number, which is non-transferable and should under no circumstances be revealed to a third party.
In order to obtain the benefits, the members must log into their user account when making a booking via the websites www.valamar.com or www.camping-adriatic.com or specify their card number to the Reservation centre agent and present their membership card at check-in at the reception of the facility, as well as when paying the invoice i.e. checking out of the facility.
The registration of several persons for one account or the multiple registrations of the same person for several accounts is not possible.
The member is not allowed to lend, transfer or sell the membership card. Otherwise he or she will lose all the rights guaranteed by the Loyalty Programme.
The membership card is non-transferable and may only be used by the Loyalty Programme member who is the cardholder. The card is the property of Valamar, which reserves the right to withdraw or decline the membership card if a member fails to use the card in accordance with the membership terms and conditions.
The member is responsible for all actions pertaining to his or her card account.
In case of card loss or theft, the membership card can be replaced free of charge only once. Each subsequent replacement of a membership card will incur a fee in HRK equivalent to the amount of 10.00 €.
Any fraudulent use of the card shall result in its immediate cancellation and the closing of the Loyalty Programme membership account.
In case of the death of a Loyalty Programme member, his or her rights will not be transferred to any heirs and the membership will be cancelled automatically.
BENEFITS AND USE THEREOF
The benefits may only be used during stays with a minimum duration of two nights, which were booked online via the websites www.valamar.com or www.camping-adriatic.com or at the Valamar Reservation Centre under the name of the person who is a Loyalty Programme member no later than 48h prior to his or her arrival.
If two Loyalty Programme members are staying in a single accommodation unit, they are not entitled to double benefits. Only one person per accommodation unit is entitled to the benefits, i.e. the holder of the card that was used to book the accommodation. The exception to the previously established rule is benefits in the form of discounts on a la carte dinners and wellness treatments, in which case the discount is calculated with respect to the total amountof the account, regardless of the number of persons that have used the benefits, while the benefit of visiting one of the local sights consists of a ticket for two persons.
The benefits and possible restrictions of use thereof are listed on the Loyalty Programme websites www.valamar.com/loyalty or www.camping-adriatic.com/loyalty. Complaints about the services indicated on the list of benefits may only be filed by presenting a voucher/ticket or retail bill at the establishment where the service was provided or a product was retrieved by a Loyalty programme member.
Valamar may give instructions with regard to the execution of obligations of third parties that provide Loyalty Programme members with services or products as part of the Valamar Loyalty Programme (particularly for providing benefit services). If a Loyalty Programme member uses the Loyalty Programme benefits in the form of services provided by the Program Partners, then the provision of the aforementioned services is subject to the General Terms and Conditions of the partner company in question. Valamar will not be held accountable for any possible deficiencies pertaining to the provision of services, in which case the Loyalty Programme member must directly contact the service provider with regard to any requests pertaining to the quality and provision of services.
The Valamar Loyalty Programme benefits can only be used in the form of the benefits indicated in the current list of benefits on the website www.valamar.com/loyalty and www.camping-adriatic.com/loyalty or in another special publication of the Valamar Loyalty Programme.
The stays and Loyalty Programme benefits cannot be transferred to the account of another Loyalty programme member (current or recently opened). The Valamar Loyalty Programme benefits may only be used by specifying the card number when making a booking, as well as when the Loyalty Programme member is checked-in at the accommodation facility for a minimum of two nights.
Regardless of how many Loyalty Programme members are staying at an accommodation unit, only one person per accommodation unit, i.e. the person whose card ID number was specified during the booking or stay, may upgrade to the next membership level based on the stay.
By joining the Loyalty Programme, guests will accumulate points in the manner specified in the loyalty membership General Terms and Conditions, which are received during stays at VALAMAR RIVIERA. All the terms of joining the Loyalty Programme, the obligations of VALAMAR RIVIERA and the rights of the data subjects are specified in the loyalty membership General Terms and Conditions, which are available at https://www.valamar.com/en/loyalty/valamar-plus-club/terms-and-conditions. A guest can join the Loyalty Programme exclusively upon his or her request, whereas membership entitles the guest, who can withdraw from the Loyalty Programme at any moment, to various benefits.
The data collected is as follows: first and last name, sex, date of birth, e-mail, mobile phone number, address (street, house number, postcode, city/town and country).
VALAMAR RIVIERA, based on legitimate interest, reserves the right to collect and use all the data pertaining to the e-mail addresses, as well as the first and last names of the Loyalty Programme member, solely for the purpose of providing information with regard to the offers and news related to VALAMAR RIVIERA via e-mail. In this case, the data subject has the right, at any time and free of charge, to object to the processing of the data in question, including the creation of profiles, to the extent to which such processing is connected to direct marketing, whether in relation to initial or further processing.
The aforementioned data is stored in the VALAMAR RIVIERA guest databases for a period of 5 years.
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 to the General Terms and Conditions at any moment. When making amendments to the Terms and Conditions of participation in the Loyalty Programme, Valamar shall take the interests of the Loyalty Programme members into consideration. The amended Terms and Conditions of participation in the Loyalty Programme become an integral part of the General Terms and Conditions. When publishing the amendments to the Terms and Conditions of participation, Valamar shall emphasise this provision.
Valamar may amend the General Terms and Conditions over time. Valamar reserves the right to terminate the Loyalty Programme or replace it with another reward programme at any time and without giving valid reasons. Valamar shall take all the necessary measures to notify the members about amendments or the termination of the programme in a timely manner and shall not be held accountable for any potential losses or damages incurred by the members once the specified amendments take effect. Upon the termination of the Loyalty Programme, the membership thereof will be cancelled automatically. The membership card will be deactivated and the Loyalty Programme member will be notified about this in writing and will not be required to return the card.
The 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 shall apply and any disputes pertaining to the provisions and application of the General Terms and Conditions shall be settled primarily by mutual agreement, or if this is not possible, the territorial jurisdiction of the competent court shall be determined according to the headquarters of Valamar.
All information pertaining to the Loyalty Programme is available on the websites www.valamar.com/loyalty or www.camping-adriatic.com/loyalty.
In case of any inquiries pertaining to membership or notifications about the modification of personal data or any other data relevant to membership, the member may send an e-mail to the following addresses: email@example.com or firstname.lastname@example.org or call the telephone number: +385 52 408 222.
The General Terms and Conditions shall enter into force on the date of their adoption.
Poreč, February 15th 2019.
MANAGEMENT OF VALAMAR RIVIERA d.d.