Sperone Heritage Hotel, herein after referred to as the Hotel, promotes and sells hotel services based on published information, descriptions, terms, and the applicable price list, in accordance with confirmed reservations/signed contracts, on its own behalf and for its own account. As the service purchaser for the end-user, an agency or tour operator may appear, and the provisions of the general terms also apply to them as intermediaries. By sending a reservation inquiry, you confirm that you agree with the Hotel’s General Terms and it becomes a legal obligation. During the provision of services, the hotel applies the rules stipulated by the house rules, and hotel and hospitality customs, in accordance with the current positive legal regulations of the Republic of Croatia.


After submitting an initial inquiry for accommodation, you are considered a prospective user of accommodation services. All records are kept under the name of the first named person (if an individual, then the first and last name; if a legal entity, then the company name), and the same is considered the Reservation Holder.

The Reservation Holder (if an individual) must be over 18 years old and authorized by other named individuals to make the reservation on behalf of all persons listed in the inquiry. By completing and submitting the reservation request, the Reservation Holder confirms that he/she is authorized to make the reservation on behalf of all that others agree to it and that they are also bound by the reservation terms. During the reservation, the Reservation Holder is required to provide all the information requested by the reservation process.

An inquiry for accommodation is considered an open inquiry forwarded to the hotel by any means of written communication (website, letter, email, etc.).

Based on the open inquiry, the hotel will make a pre-reservation and will provide the Reservation Holder with the cost of the reserved service and the terms of the transaction in writing. The Reservation Holder is responsible for fulfilling all the terms of the transaction stated in the pre-reservation, primarily concerning the payment of a deposit to settle the costs of the reserved services.

A reservation for the corresponding period is valid (comes into effect) only after written confirmation from the hotel and receipt of the deposit specified in the specific offer, along with the hotel’s reservation confirmation. Confirmation of reservations prepared in this manner is considered provisional until the deposit is due unless otherwise indicated in the offer. If a copy of the deposit payment is not provided to the hotel within the specified time frame, the offer is automatically considered expired.

The Reservation Holder is responsible for all payments (deposit and the remaining balance). The remaining balance (the difference between the deposited amount and the total cost of reserved services) must be settled at check in.

Payment at the hotel reception can be made in a single instalment with credit cards (Mastercard, Visa), debit cards (Maestro), and cash (EUR).

By fulfilling the conditions stated in the pre-reservation, you accept the General Terms of the hotel, and this constitutes a formal legal conclusion of the contract.

In a formal legal sense, the responsibility always lies with the Reservation Holder, and they cannot transfer their responsibility to the persons for whom the reservation was made.

Reservations are not accepted from individuals under the age of 18.

In such cases, we reserve the right to reject reservation requests without providing any reasons. The hotel reserves the right to refuse, cancel, or modify reservations if there is an abuse of the reservation system or if an error has been made by the user.

Notes related to the reservation process:

  • Please note that Sperone Heritage Hotel is adult-only hotel.
  • If you wish to change or cancel a made reservation, modifications can be made in accordance with the Cancellation Terms.
  • The hotel reserves the right to refuse, cancel, or modify a reservation if there is an abuse of the reservation system or if the reservation is made due to an obvious user error.


The arrangement of accommodation units is determined by the reception. If a guest has not explicitly contracted a room with special features, they will accept the officially registered accommodation unit assigned to them.


Check-in at the hotel and entry into the room is possible from 2:00 PM to 8:00 PM on the day of arrival.

Check-out from the hotel and vacating the room until 10:00 AM on the day of departure.

The hotel reserves the right to deny accommodation services to guests whose behaviour is not in line with the hotel’s house rules, disturbs the peace and dignity of other guests or staff, or jeopardizes their safety or well-being.

The hotel does not accommodate individuals under 18 years old.

Management reserves the right to close the SPA or its individual parts (outdoor pool, saunas, etc.) for necessary repairs, maintenance, or seasonal closure during the winter period.

Given the existing differences within the same room types, the photos provided are only illustrative and informative and may not correspond to the actual reserved room.


The tourist tax is not included in the stated accommodation prices; instead, it is calculated on-site.

The decision regarding the amount of the tourist tax is determined by the Government of the Republic of Croatia.

The tourist tax is expressed in EUR.

The amount of the paid tourist tax is clearly indicated on the invoice issued to the user during the calculation and payment of services.


The offered accommodation and other facilities are described according to the official categorization of the Republic of Croatia. The hotel does not take responsibility for oral or written information that does not align with the description of services and the facility itself in published programs, obtained from a third party. The hotel is not liable for inaccurate information provided by business partners.


In the event that a guest wishes to amend or cancel a reservation made according to their request, they must do so in writing (via email or mail).

If a reservation change is not possible, and the guest decides to cancel the confirmed reservation as a result, the following cancellation conditions apply, depending on the date of notification of the cancellation to the hotel.

We appreciate your upcoming stay at Sperone Heritage Hotel and would like to remind you of our cancellation policy, outlined below:

  • Cancellation made 90 days or more before the scheduled check-in date: full refund.
  • Cancellation made between 60 and 89 days before the scheduled check-in date: 50% refund.
  • Cancellation made 20 days or less before the scheduled check-in date: no refund will be issued.
  • We understand that unforeseen circumstances may arise, and we encourage you to contact us as soon as possible if you need to make any changes to your reservation. Please note that the cancellation policy is in place to ensure fairness to both our guests and the hotel.

Cancellation conditions for reservations with special prepaid non-refundable rates:

  • The reservation is held until 6:00 PM on the day of arrival.
  • After making the reservation, the hotel will charge the guest the full (100%) amount of the reservation.
  • The hotel retains the entire prepaid deposit.
  • If the guest decides to leave the hotel before the reserved period expires, the hotel is not obliged to refund the charged amount.

In any case, cancellations are accepted only from the reservation holder. If the guest does not arrive at the reserved accommodation unit within 24 hours on the day of the service start, without prior notification to the hotel, the reservation is considered cancelled, and cancellation costs are calculated according to the above-listed charges. If the actual cancellation costs exceed the specified charges, the hotel reserves the right to charge the actual costs.

The guest must provide valid credit card information for the hotel to charge for the specified purposes. If the credit card information is incorrect, the hotel will notify the guest and cancel the reservation.


The hotel reserves the right to change a reservation or the method of providing services at any time if circumstances beyond our control arise, which cannot be predicted, avoided, or postponed.

A confirmed accommodation unit may be replaced with a unit of the same or higher category while retaining the same price that was valid at the time of the reservation confirmation, with timely notification to the guest about the change.

In cases where alternative accommodation cannot be found, and the reservation has been prepaid, the hotel reserves the right to cancel the reservation and refund the entire prepaid amount.


The user of the service is obligated to possess valid personal documentation required upon arrival and departure from the hotel, adhere to customs and other regulations of the Republic of Croatia, and comply with the hotel rules and staff instructions.

Before arrival, the user must check the visa regime between the Republic of Croatia and their country of origin and verify whether any additional travel documents are required for entry and stay in Croatia.

The guest is responsible for preserving the property, as well as all furniture, decorations, equipment, and surroundings in the same condition as they were at the beginning of using the service. The guest is liable for any damages and is obliged to compensate the hotel for any incurred costs.


The hotel’s obligation is to ensure the quality of the provided service in accordance with legal regulations, professional standards, and generally accepted practices and customs in the tourism and hospitality industry. The hotel will strive to fulfil the assumed obligations in their entirety unless circumstances beyond their control arise.


Payment for additional services is by agreement or according to the current price list. The hotel does not take responsibility for services provided by other service providers. If a guest wishes to use additional services, they must inform the reception in advance.


The hotel is not responsible for damaged, destroyed, or lost luggage, nor for its theft.

Any valuables left in the hotel room are at the guest’s own risk.

The hotel bears no responsibility for the loss of valuables if they were not reported and stored in the safe (available in each room).

Loss of items or theft should be reported to the hotel reception and the local police authorities.


The hotel is not liable in the event of death, illness, or injury to anyone in the hotel, outside the coverage of personal accident insurance (accidents), unless the harmful event was caused by the hotel or its staff through gross negligence.

The hotel is not responsible for loss, interruption, or delay due to any cause beyond its control, including but not limited to force majeure, explosions, storms, fires or accidents, war or the threat of war, civil unrest, restrictions, local laws, or any measures by state or local authorities, strikes, entry bans, or other industrial actions or interruptions.

In cases of release from the obligation to perform, the hotel’s liability is limited only to the refund of the amount paid to us related to the reservation.

The hotel is not responsible for complaints arising from the malfunction of mechanical and other equipment in the accommodation, such as heat pumps, boilers, etc., nor for the interruption of utility services (electricity, water, gas, etc.).

The hotel is not responsible for noise or disturbance originating beyond the hotel’s property boundaries or beyond the control of hotel staff.

The hotel is not responsible for events beyond its control, such as adverse weather conditions, delays of other carriers, malfunctioning household appliances, injuries resulting from improper use of equipment and failure to follow instructions, or intentional damage caused by the hotel service user.


In accordance with Article 6(1)(c) and (e) of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC, or the General Data Protection Regulation (GDPR), personal data may be collected for the lawful purpose of processing, to comply with legal obligations of the data controller, and to perform tasks in the public interest or in the exercise of official authority vested in the data controller, in terms of obligations to enable data access.

According to the applicable regulations of the Republic of Croatia, the accommodation service provider in a registered hospitality facility (or a tourist agency authorized by the provider of such services) is required to collect and enter the following personal data of the person using the accommodation service (guest/tourist) into the eVisitor system, a unified system for the registration and deregistration of tourists:

  • Surname and first name
  • Place, country, and date of birth
  • Nationality
  • Type and number of identity document
  • Residence (domicile) and address
  • Gender
  • Email address


It is in the guest’s interest to attempt to resolve their complaint immediately at the destination. The guest is obliged to cooperate with the hotel staff in good faith to eliminate the causes of the complaint. If there is no improvement even after the complaint, the guest must request a confirmation indicating that the service was not provided or was not provided as agreed. The guest must attach this confirmation to the written complaint.

The guest must submit a written complaint within 8 days after using the service. If the guest submits a written complaint after this period, the hotel is not obligated to consider such a complaint. The hotel will address only those complaints that could not be resolved on the spot.

In accordance with Article 10 of the Consumer Protection Act, complaints about a purchased product or provided service should be submitted in writing to the address: Sperone Heritage Hotel Penića ulica 12, Split 21000, Croatia, or electronically to, including the name and surname, and contact information for response.

The hotel will provide a written response to the complaint within 15 days from the date of receiving the complaint to the address the guest provided as contact information or the address from which the complaint was received.

During the resolution process, the guest irrevocably waives the mediation of any other person, arbitration of any other institution, as well as providing information to the media. Similarly, during this time, the guest waives the right to file a lawsuit. The maximum compensation amount per complaint may reach the amount of the advertised part of the services and cannot cover already used services or the entire package amount.


All possible disputes or disagreements will be attempted to be resolved amicably and by mutual agreement acceptable to both parties.

If a resolution cannot be reached, the Commercial Court in Split has jurisdiction.