Conditions for renting an accommodation

General conditions of service

These general conditions of service provision ("Terms") form an integral part of the contract with the Accommodation ("Accommodation Agreement") and, together with Terms, form the "Contract", which is concluded between the owner of the accommodation unit and the Bookaweb.com platform (individually the "Contract Party", and together "Contract Parties").

Definitions of items mentioned in the Terms

  • Bookaweb.com - A web platform (website) that connects owners and guests and, as such, represents a platform for looking up and booking accommodation.
  • Account - Indicates entering the necessary data on the site and verifying them via email.
  • Owner - Platform user who created an account, then independently added an accommodation unit to the site and agreed to the terms of cooperation.
  • Accommodation - An apartment, house, villa, room, or another type of accommodation that the owner has independently added to the site under the terms of use of the Bookaweb.com platform.
  • User panel - Part of the Bookaweb.com platform, where accommodation unit owners log in via email and password and update and manage information about said units (including prices, availability, layouts) and reservations.
  • Guest - A user with an account who makes a reservation through the platform. 
  • Reservation - The process during which a guest chooses and reserves an accommodation unit according to the conditions set by the owner through the user panel.
  • Commission - The amount of compensation for reservation services through the Bookaweb.com platform, which is defined depending on the place where accommodation is situated.

1. Obligations of the owner

1.1. Adding accommodation to the site

After registering on the Bookaweb.com platform (creating an account), owners should add their accommodation units through the user panel, leaving precise information about the accommodation they offer. Owners can start receiving reservations and promoting accommodation units only after the accommodation unit has been verified and approved by the Bookaweb.com platform.

1.2. Management of accommodation units

The Bookaweb.com platform provides tools that make it easy for owners to set up and manage their accommodation. The accommodation ad must contain complete and accurate information about the service, the accommodation pricelist, which mentions other costs such as cleaning fees, and any rules or requirements that guests must follow during their stay. Owners must ensure that information about accommodation units (photos, location) and accommodation availability (occupancy calendar) is constantly updated and correct.

1.2.1. Accommodation insurance

The Bookaweb.com platform is not obliged to insure the accommodation units on the owner's behalf. Owners can obtain insurance that covers the renting services and are advised to review the terms and conditions of the said policy carefully. To establish cooperation with the Bookaweb.com platform, accommodation owners are not obliged to have this type of insurance.

1.2.2. Price Changes

The Bookaweb.com platform does not direct or control the prices, conditions set by the owners, and how they perform the accommodation service.

Owners of accommodation units must update prices through their user panel on the Bookaweb.com platform. Suppose the platform user reserves the accommodation at the prices shown on the website. In that case, the owners of the accommodation units cannot subsequently change the prices and demand an additional payment.

1.2.3. Price parity

The owner of the accommodation facility guarantees the company parity of prices and availability (hereinafter referred to as "Price Parity").

Price parity means equal or more favorable prices for the same accommodation unit, same room type, same dates, same bed type, the same number of guests, and same or more favorable restrictions and rules (for example, complimentary breakfast, WiFi, early check-in/late check-out), from those available on the website(s), applications or call centers of the accommodation facility (including the customer reservation system), or directly at the accommodation facility, in relation to any competitor of the Bookaweb.com platform (including any online or offline agency or booking agents and/or all other (online and offline) third parties who are business partners of the accommodation facility or are connected to it in any other way.

Price parity does not apply to prices intended for a closed group of users ("closed group of users" is a group with defined restrictions, where membership is not automatic, but (i) users personally choose to become members, (ii) is any online or mobile the interface used by the "closed group of users" is protected by a password, (iii) the members of the "closed group of users" have created a user account themselves, (iv) the user who has been offered this price has previously booked at least once as a member of the "closed group"), provided that these prices are not (directly or indirectly) publicly (posted as) available. If prices intended for a "closed group" of users are (directly or indirectly) publicly (set as) available by the owner of the accommodation facility, a (direct or indirect) competitor of the Booweb.com platform, or any third party (platform) (including any (meta) search engine or price comparison website), Bookaweb.com is entitled to a parity of these prices.

Availability parity means that the Bookaweb.com platform guarantees the owner of the accommodation facility a level of availability (i.e., rooms available for booking on the platform) that is at least equal to the availability that the owner of the accommodation facility offers to any competitor of the Bookaweb.com platform (including all online or offline agencies or intermediaries for reservations and issuances) and/or to another (online and offline) third party that is a business partner of the owner of the accommodation facility or is connected with him in any other way.

Bookaweb.com has the right to offer a discount on the price of accommodation - at its own expense and at most in the amount of the commission - to the members of the "closed group of users".

1.2.4. Photo Modifications

Accommodation owners are responsible for using photos on the platform that show the actual condition of the accommodation units. In cases of uploading misleading photos, the Bookaweb.com platform reserves the right to permanently remove the accommodation unit from the offer and prohibit the owner from further access to the platform.

1.2.5. Changes to other information about accommodation units

Accommodation owners are obliged to keep all information about accommodation units up to date, and this refers to:

  • equipment;
  • parking information;
  • calendar availability (occupancy);
  • prices.

All changes must be made through the user portal and later reviewed in the activity section. 

1.3. Commission

The owner sets the base price, after which the commission is automatically added according to the location of the accommodation. The total price with the calculated commission is shown on the website. 

1.3.1. Amount of commission

The amount of the commission depends on the destination where the accommodation is issued. Accordingly, the owners are obliged to pay commission in the following percentages:

Serbia

Belgrade: 16.7%+VAT
Novi Sad: 12.5%+VAT
Other destinations: 12%+VAT

All other countries

The commission for all other countries and destinations amounts to 12%+VAT.

1.3.2. Commission calculation

The commission will be charged in the following situations:

a) overlapping reservations: every time, regardless of the ((un)successfully) charged price of the accommodation unit (or waiver of the charge) and/or

(b) chargeable cancellations and/or no-shows: Bookaweb.com charges a commission when a partner charges a guest the price of the accommodation unit and/or a no-show/cancellation fee for (chargeable) cancellations and/or no-shows.

The commission will always be calculated following the confirmed reservation made possible by the accommodation facility and confirmed by Bookaweb.com to the guest.

Notice of waiver of accommodation unit charges or no-show/cancellation charges, as well as notice of any invalid no-show or cancellation charges, must be sent, in all cases, to within 1 hour of the scheduled check-in date (for example, if check-in is on March 1st at 2 p.m., the waiver must be done the same day at 3 p.m., in the accommodation facility's time zone). It must be done via the email: booking@bookaweb.com.

Upon receiving the waiver notice, Bookaweb.com will appropriately notify the guest and the accommodation owner as soon as possible to process the refund (if applicable).

1.3.3. Payment of commission

The accommodation owner must compensate the Bookaweb.com platform for each reservation made through the platform in the amount of the defined commission from the final price. The amount to be paid is submitted based on the calculation as an invoice, which will be sent via SMS or email by the 3rd of the month. The accommodation owner can find information about the debt within their user panel.

By agreement and agreement with the Terms of Cooperation, the owner undertakes to settle the debt due to the Bookaweb.com platform for all realized reservations no later than the 10th of the following month.

The accommodation facility's owner will directly pay the legal entity Bookaweb d.o.o. through the Bookaweb.com platform. If that option is unavailable, they can pay through the bank account provided by the legal entity Bookaweb d.o.o. All other forms of payment, such as checks or deferred payments, are not possible. The accommodation owner bears all costs the bank charges for the transfer of funds.

The owner of the accommodation facility will pay the commission calculated for the specific month in the relevant currency (and, if applicable, according to the current exchange rate as stated in the invoice). The legal entity Bookaweb d.o.o. can, at its discretion, prepare invoices in one of the main currencies (e.g., EUR or USD) or in the relevant local currency of the accommodation facility, and subsequently convert the relevant final amount in the local currency or the main currency based on the current exchange rate on the last day of the relevant month for which the invoice was issued (not on the day of check-out).

1.3.4. Commission in case of overlapping bookings

Suppose the owner fails to provide adequate replacement accommodation for the guests in case of overlapping dates. In that case, the Bookaweb.com platform will calculate the commission as if it were a reservation made in the amount defined by the contract. The owner is obliged to pay the Bookaweb.com platform compensation in the amount of the agreed commission specified in the contract. The owner can also find replacement accommodation directly through the Bookaweb.com platform.

1.3.5. Irregular commission settlement

If they do not settle their obligations by the specified period, the owner will not be able to receive reservations through the platform. In that case, the owner will be notified of the suspension via email and SMS.

1.3.6. Late commission payment

In case of late payment, Bookaweb.com reserves the right to demand legally prescribed fees, suspend its services provided for in the Agreement (e.g. suspension of the accommodation facility on the platform), request the activation of payment enablement or direct debit, and/or request a deposit, bank guarantee or other form of financial security from the owner of the accommodation facility.

1.4 Method of updating availability (Calendar keeping)

Accommodation owners can choose between two options for calendar keeping through their user panel:

a) Instant (regularly fills the availability of occupancy): guests can directly book an accommodation unit based on available dates on the website

b) Inquiry (responds to SMS, e-mails, and calls about calendar availability): guests must check availability before booking the accommodation unit.

When the owner changes the calendar entry option, it will be recorded in his user panel in the activity section. The owner cannot subsequently change the calendar entry option after the reservation.

When the owner has chosen the "Instant" option, and in cases where the accommodation unit is reserved by other agencies (platforms) or independently, the owner must block the days in the calendar at the exact moment through his user panel.

Suppose the owner does not update the availability of the accommodation on time, and guests make a reservation for the same period through the Bookaweb.com platform and inform the owner about it via SMS, mail, or call. In that case, the owner must accept the reservation made through the Bookaweb.com platform or find alternative accommodation for the guest.

1.4.1. Calendar synchronization

The Bookaweb.com platform allows the owner to synchronize the calendar with other platforms for issuing accommodation through the iCal link. Still, it does not guarantee 100% synchronization of occupancy, given that a third party is not subject to this contract. In addition to the successful synchronization, the owner is obliged to perform a manual check of availability through his user panel.

2. Guests

2.1. Methods of payment 

Guests pay the entire amount for the accommodation unit to the owner upon entering it.

2.2. Advance payment

The advance is a guarantee to the owner for all early bookings.

The owner states the payment methods in which they want to receive the advance through the user panel. The Bookaweb.com platform will ask for an advance payment for all reservations made seven or more days before the check-in date.

If the owner decides to charge advances, its amount will be 30% to 50% of the total amount of the reservation; the Bookaweb.com platform reserves the right to subsequently change the amount of the advance required from the guests.

2.2.1. Advance payment methods 

The owner states how the advance payment needs to be made and fills in the data in his user panel. Suppose the owner has not entered the data for the advance payment. In that case, the guests can make the reservations without an advance payment, and the Bookaweb.com platform is not obliged to demand an advance payment from the guest for early reservations.

2.2.2. Refund of advance payment in case of cancellation

The owner can choose a specific policy for which the advance is returned. If the owner did not set any option or the Bookaweb platform did not allow it, the Bookaweb.com platform must consult with the owner about returning the advance payment to the guest.

The owner must consult the Bookaweb.com platform in writing for the options related to the advance payment return policies. Only after that can the refund of the advance payment be made to the guest per an answer from Bookaweb.

2.3. Check-in and check-out 

When adding an accommodation unit, the owner must indicate when guests can enter the accommodation and when they must leave the unit on the last day.

When the owner changes the time of entry and exit, they need to update the change through their user account. The initial check-in and check-out times remain for all reservations made before the change.

2.4. Obligations toward guests

The owner undertakes to welcome guests at the agreed time in the accommodation unit, which includes the time range set by the owner in his user account.

When guests enter the accommodation unit, the owner must inform them about their rights and obligations during their stay and instruct them in all the details and contents of the unit.

When guests enter the accommodation unit, the owner must ask for their ID card or passport for inspection and take photos of the said documents. The owner undertakes to protect the guests’ data received upon their entering.

During the guests' stay in the accommodation unit, the owner must change bed linen and towels at least once a week and completely clean the unit.

The owner undertakes to see the guests out of the accommodation unit no later than the time specified as the check-out time.

The owner must completely clean the accommodation unit immediately after the end of the stay and the previous guests' departure so that the facility is entirely ready for the next guests.

The owner undertakes to fully protect the guests' data that the Bookaweb platform forwards to him. Any publication of obtained data of guests and third parties or their use for any other purpose will be considered a misuse of information and a violation of guests' rights to discretion and privacy.

3. Reservation

3.1. Calendar and records of reservations

By making a reservation through the Bookaweb.com platform, a direct (and therefore legal) contract is concluded exclusively between the owner of the accommodation facility and the guest ("Guest Reservation").

The owner of the accommodation facility is obliged to accept the guest as a contracting party and to treat the online reservation under the Information about the accommodation facility (including the price) that was on the platform at the time of booking and confirmation of the reservation, including all requests for additional information and/or wishes expressed by the guest.

The Bookaweb.com platform is obliged to accurately keep records of available and occupied accommodation dates, about which the owner informed them in a timely manner through its user panel.

The accommodation unit will receive a confirmation for each reservation made through the Bookaweb.com platform that the guest makes. The reservation confirmation includes the date of the guest's arrival, the number of nights booked, the type of accommodation unit (and whether it is smoking or non-smoking if these options are available), the price of the accommodation unit, and the name of the guest. The Bookaweb.com platform is not responsible for the correctness and completeness of data (including credit card data) and dates provided by guests. It is also responsible for payment obligations that guests have in connection with their (online) reservations. So that there are no doubts, the owner of the accommodation facility should regularly (but at least once a day) check and confirm the reservations made (or their status) in the user panel.

Bookaweb.com must inform the owner via the platform, SMS, e-mail, or call about all new changes and all possible cancellations of already-made accommodation reservations.

3.2. Cancellation of reservations

If the owner cancels the reservation, the amount payable is determined according to the cancellation policy that applies to that reservation. The owner should not cancel a guest's reservation without a valid reason. If the cause is justified, the owner can send a complaint (reason for cancellation) in writing and via email to: booking@bookaweb.com. In case of rejection of the complaint, the Bookaweb.com platform reserves the right to charge a cancellation fee and other consequences.

3.2.1 Reservation cancellations - advance payment

In the event of a canceled stay, guests who have made an advance payment or have paid the full amount, the owner is obliged to pay the Bookaweb.com web platform an amount equal to the commission they committed to, and the basis for the calculation is the amount of the advance payment.

3.3 Overlapping bookings

When the owner does not regularly update the calendar, and a guest makes a reservation through the platform, the owner is obliged to find a replacement accommodation. If they fail to provide adequate alternative accommodation to the guests, they must compensate Bookaweb.com in the amount of the agreed commission defined in the contract.

4. Marketing

4.1 Site placement of accommodation units 

The ranking of ads in the search results on the Bookaweb.com platform depends on the following parameters:

  • Searches by guests (number of guests, travel time and duration, price range);
  • Characteristics of accommodation units (price, calendar availability, amount and quality of photos, reviews, owner's service type, owner status, number of reservations made through the Bookaweb.com platform)
  • Previous guest experiences (customer service and amount of cancellations by owner, ease of booking)
  • Owner requirements (minimum or maximum number of nights)
  • Information from the guest's user account (previous trips, saved ads, the location from which the guest searches the accommodation unit)

4.2. Guest reviews

Guests who have stayed at an accommodation unit booked through the Bookaweb.com platform can leave comments about their stay at the said unit and rate certain aspects of their stay.

Bookaweb.com reserves the right to publish these comments and ratings on the Bookaweb.com website. The accommodation owner understands that the Bookaweb.com website is an intermediary that only distributes these comments (without the obligation to verify them) and not the editor.

Bookaweb.com makes every effort to monitor and review guest reviews to avoid inappropriate content or mentions of names. The Bookaweb.com platform reserves the right to reject, edit or remove negative reviews in case those reviews include inappropriate content or mention people by name.

The Bookaweb.com platform does not bear and does not accept any responsibility for the contents and consequences (posting or distribution) of any comments or reviews from any guest.

Guest reviews are exclusively for use by Bookaweb.com and may be available on the Bookaweb.com platform. The Bookaweb.com platform retains exclusive ownership of the reviews and all intellectual rights, while the owner has no right to (directly or indirectly) publish, advertise, promote, copy, partially use, link to, integrate, download, use, combine, share or in any way exploit without prior written permission from Bookavweb.com

4.3. (Online) Marketing and "PPC" Advertising

Bookaweb.com has the right to promote the accommodation using the name(s) of the accommodation through online marketing, including email marketing and/or pay-per-click ("PPC") advertising. Bookaweb.com runs online marketing campaigns at its own expense and discretion.

Owners of accommodation units are familiar with the working method of Internet search engines, such as searching for content using the spidering method and ranking URL addresses. The Bookaweb.com platform agrees that if the owner of the accommodation facility becomes aware of the illegal actions of another platform which leads to a violation of the Intellectual Property Rights of the owner’s accommodation facility, they should inform the Bookaweb.com platform about it in writing, after which the Bookaweb.com platform will make commercially reasonable efforts to stop the third party in question from violating said rights.

4.4. Direct marketing aimed at guests

The accommodation facility undertakes not to directly address guests acquired through the Bookaweb.com platform, neither in online or offline marketing promotions nor when distributing wanted or unwanted mail.

5. Legal regulations

Know your legal obligations. You are responsible for understanding and complying with all laws, rules, regulations, and agreements with third parties that apply to your Accommodation or Owner Services.

5.1. Obligations of the owner 

The owner commits to Unrestricted collaboration with the Bookaweb.com platform, which implies they have the right to rent their accommodation units independently and through other agencies (sites).

5.2. Tax 

The owner is obliged to bear and pay tax for renting an accommodation unit according to the law of the country where they operate, based on whether they rent out the accommodation as an individual or legal entity. The Bookaweb.com platform is not obliged to account for or pay taxes for accommodation owners.

The owners are obliged to check the rules on issuing accommodations valid in the country in which they operate and correctly apply them to their business. Legal advice should always be sought in case of doubts. The information the Bookaweb.com platform provides regarding legal requirements is for informational purposes only. Owners are responsible for the handling and use of guests' personal information following applicable privacy laws and these Terms, including the Host's Privacy Standards.

5.3 Owner's Liability

The accommodation owner must carry out the categorization process and register for all accommodation renting licenses needed. The Bookaweb.com platform bears no responsibility or obligation to control the accommodation's owner's status.

The Bookaweb.com platform is responsible for verifying the integrity of the data entered by the owner when registering and filling out his profile on the site so that the accommodation owner does not misuse data.

5.4. Copyright

By adding accommodation units to the Bookaveb.com platform, the owner confirms that the information and additional content (photos and video material of the accommodation) are their property or that they have written permission to use the material from the author.

Suppose the content owner (photo and video material) contacts the Bookaweb.com platform in writing and sends proof that the photos are theirs. In that case, the platform is obliged to provide them with information about the owner of the said accommodation unit.

5.5 Contract 

By registering on the Bookaweb.com platform, verifying the account via the link sent to the email address, and agreeing to the Terms of Service, the accommodation owner confirms that they agree to the Contract's provisions for advertising on the Bookaweb.com platform.

When the owner indicates that they agree with the Terms of Service, a Contract will be sent to their email address, which is then considered signed.

5.6. Complaints

If the owners have complaints about reservations made through the Bookaweb.com platform or any objections, they should send them to the official email, which can be done via the page https://bookaweb.com/sr/contact. The team in charge of complaints will respond ASAP. 

5.7. Termination of accommodation

If the accommodation owner stops renting the accommodation unit, they must inform the Bookaweb.com platform via the official email address so that the accommodation is removed from the offer. Bookaweb.com reserves the right to invoice all reservations made through the site prior to notification by the owner, and the owner is obligated to pay the commission.

6.  Final Provisions

The contracting parties will try to resolve all misunderstandings that arise in connection with this Agreement in direct negotiations and agreements. If they fail to do so, the court in Belgrade is competent. This Agreement was delivered to accommodation owners at the email address (used for logging in to the user panel), and they are obliged to save it. In connection with changes to the Terms and Conditions of issuing accommodation for owners, the Bookaweb.com platform is obliged to notify the accommodation owner at the email address.