Terms and Conditions

These Terms and Conditions define the rules for using the services of the Wilgano Holiday Resort. The Resort offers holiday cottage rentals in a natural setting. Use of the Resort constitutes acceptance of all provisions of these Terms and Conditions. The Resort reserves the right to make changes to these Terms, of which Guests will be informed via the website or on-site.

The Terms and Conditions comply with the laws of Montenegro, in particular the Law on Tourism and Hospitality (Zakon o turizmu i ugostiteljstvu), the Law on Consumer Protection (Zakon o zaštiti potrošača), and other applicable regulations.

1. Definitions

  • Guest: A natural or legal person making a reservation and/or using the Resort's services.

  • Cottage: A residential unit (bungalow, cabin, etc.) rented at the Resort.

  • Reservation: An agreement concluded between the Resort and the Guest for the rental of a Cottage for a specified period.

  • Fee: The total amount for the rental, including local tax.

  • Resort Administration: Personnel authorized to manage the Resort, including the reception desk.

2. Reservations

2.1. Reservations are made via the Resort’s website, email, telephone, or partner platforms (e.g., Booking.com, Airbnb). Personal data is required: full name, address, phone number, email, number of persons (including children), and dates of arrival and departure.

2.2. Reservations shall be secured by a credit card, which will be charged the full fee in the event of a no-show. The remaining balance must be settled no later than the day of arrival and can be paid in cash (Euro) or by credit card.

2.3. The minimum rental period for a Cottage is 2 nights.

2.4. The Resort reserves the right to refuse a reservation without providing a reason, particularly if the Guest has previously violated the Terms and Conditions.

2.5. For group bookings (more than 4 Cottages), a written contract with additional terms is required.

2.6. Guests are obliged to inform the Resort of any special needs (e.g., disabilities, allergies) at least 7 days before arrival. The Resort will make every effort to accommodate these needs but does not guarantee fulfillment of all requests.

3. Fees and Taxes

3.1. Rental fees are provided in Euro (€) and include: accommodation, breakfast, utility consumption (water, electricity), bed linen, towels, final cleaning, and access to communal amenities (pool, playground, BBQ, campfire area). Payment is made in person at the reception – we accept cash or credit cards.

3.2. Local Tax: In accordance with Montenegrin law, the local tax is included in the rental fee. The current rate is 1–2 € per person per night (depending on the Resort category and Guest's age; children under 12 are exempt). The tax is collected by the Resort and remitted to local authorities. The Guest receives confirmation of payment.

3.3. Additional Fees: Full compensation for damages (see Section 9).

3.4. Accepted Payments: Cash (Euro), credit/debit cards (Visa, MasterCard), and bank transfers. The Resort does not accept checks or cryptocurrencies.

3.5. In the event of non-payment, the Resort may refuse accommodation or terminate the agreement with immediate effect.

4. Check-in and Check-out

4.1. Check-in: From 14:00 (2:00 PM) on the day of arrival. The Guest must present a valid identity document (passport or ID card) at the reception.

4.2. Document Scanning: Pursuant to the laws of Montenegro (Law on Registration of Residence of Tourists), the Resort is required to scan and register the identity documents of all Guests (including children) in the e-Turist system. Data is processed solely for legal and tourism purposes, in accordance with GDPR and Montenegrin data protection laws. The Guest has the right to access and correct their data.

4.3. Check-out: By 10:00 AM on the day of departure. After this time, a late check-out fee will be charged. The Cottage must be returned in an intact condition; staff will inspect the unit after departure.

4.4. In the event of an early departure, the fee is non-refundable unless the departure is due to the fault of the Resort.

4.5. Upon check-in, Guests receive access keys and a map of the Resort indicating paths and amenities.

5. Cancellation Policy

5.1. Cancellations must be made exclusively in writing (via email).

5.2. Cancellation Terms:

  • Up to 30 days before arrival: 100% refund of the deposit minus a 50 € handling fee.

  • 29–15 days before arrival: 50% refund of the deposit.

  • 14–7 days before arrival: 20% refund of the deposit.

  • Less than 7 days before arrival or no-show: No refund; full reservation fee applies.

    5.3. In cases of force majeure (e.g., natural disasters, pandemics, war, strikes), the Resort may offer a voucher for a future stay or a refund, in accordance with Montenegrin law. The Resort is not responsible for costs incurred by the Guest (e.g., airline tickets).

    5.4. Changing the reservation date is treated as a cancellation and a new booking, with the above fees applying.

6. Resort Stay Rules

6.1. Quiet Hours: Observed from 22:00 to 07:00 (10:00 PM to 7:00 AM). During this time, noise, loud music, parties, or other activities disturbing other Guests are prohibited. Violations may result in a warning, financial penalty, or eviction without refund.

6.2. Respect for Nature and Guests: The Resort is located in a protected natural area. It is prohibited to: damage vegetation, litter, light fires outside designated areas, or disturb wildlife. Guests must respect the privacy of others. Violations may lead to civil or criminal liability.

6.3. No Pets Policy: Pets are not allowed on the Resort premises. Exception: guide dogs for persons with disabilities (prior notification and certification required).

6.4. Parking: Free parking is available (1 space per Cottage). Vehicles must be parked in designated zones. The Resort is not responsible for theft or damage to vehicles. Parking on lawns or blocking evacuation routes is prohibited.

6.5. Maximum Occupancy: Limited by Cottage type (e.g., 2–8 persons).

6.6. Guests are required to maintain hygiene standards: regular ventilation and cleanliness.

6.7. Unauthorized Guests: Hosting persons not included in the reservation is prohibited without Administration consent. Violations result in penalties and/or eviction.

6.8. Alcohol and Substances: Alcohol consumption is permitted only within Cottages or designated zones. Consumption of narcotics is strictly prohibited. Violations may result in police intervention and eviction.

6.9. Weapons and Dangerous Items: Prohibited to bring weapons, fireworks, explosives, or other dangerous items. Violations result in immediate eviction and reporting to authorities.

6.10. Terrain and Pathways: The Resort terrain is rocky, and the stone pathways are adapted to the natural landscape. Guests must move only along designated paths. The Resort is not liable for accidents resulting from careless movement, including slips, falls, or injuries caused by uneven ground.

7. Smoking Policy

7.1. Smoking tobacco, e-cigarettes, marijuana, or other substances is strictly prohibited inside the Cottages and in enclosed common areas (pursuant to the Law on Limiting the Use of Tobacco Products in Montenegro).

7.2. Smoking is allowed only in designated outdoor zones (marked with ashtrays).

7.3. Violation of this ban results in a financial penalty and the obligation to cover cleaning costs. Repeated violations may lead to immediate eviction without refund.

8. Safety Regulations

8.1. Guests are required to familiarize themselves with the evacuation plan (available in each Cottage) and safety instructions.

8.2. Prohibited: use of open flames inside Cottages (candles, incense), storage of flammable substances, and tampering with electrical installations.

8.3. Child Supervision: Children under 12 must be under constant adult supervision. The Resort does not provide childcare services. Parents/guardians bear full responsibility for the safety of children throughout the Resort, including paths, the playground, and near rocky areas.

8.4. Swimming Pool: The pool is not supervised by a lifeguard. Children under 16 may use the pool only under the direct supervision of parents/guardians. The Resort is not liable for pool accidents. Use of swimming aids for children is recommended. Pool hours: 10:00–20:00; use outside these hours is prohibited.

8.5. In case of emergency (fire), immediately notify the reception (Emergency number in Montenegro: 112).

8.6. The Resort is equipped with fire extinguishers, first aid kits, and a monitoring system. Guests use facilities at their own risk.

8.7. Summer Season: Recommended use of sunscreen and water intake; warning regarding insects and reptiles in the natural environment.

8.8. Alcohol Consumption: Permitted only for adults (18+) in accordance with Montenegrin law (Art. 91 of the Law on Tourism and Hospitality). Guests must consume alcohol moderately and responsibly. The Resort is not liable for accidents, injuries, or property damage resulting from being under the influence of alcohol.

8.9. Emergency Procedures: In case of utility failures (e.g., power/water cuts), report immediately to reception. The Resort will endeavor to resolve the issue within 24 hours.

8.10. Insurance: The Resort recommends that Guests hold their own health and travel insurance covering accidents, medical treatment, and evacuation.

8.11. Right to Inspect: Resort staff may enter a Cottage in case of suspected rule violations, technical failures, or safety threats, after notifying the Guest (if possible).

8.12. Lost Property: The Resort is not responsible for lost or stolen items. Found items are stored for 30 days.

8.13. BBQ and Campfires: Permitted only in designated areas using Resort equipment. Prohibited during fire alerts.

8.14. Wi-Fi: Free Wi-Fi is available. The Resort does not guarantee speed or continuity and is not liable for losses resulting from network use (e.g., cyberattacks).

9. Liability and Complaints

9.1. The Guest bears full material responsibility for damages caused to the Cottage or Resort property. Repair costs will be invoiced.

9.2. The Resort is not responsible for Guests' personal belongings.

9.3. Complaints must be submitted in writing within 7 days of the end of the stay. The Resort will review them within 14 days.

9.4. In case of disputes, parties shall seek an amicable solution. If unsuccessful, the Court in Podgorica shall have jurisdiction.

9.5. The Resort is not liable for events resulting from non-compliance with the Terms, weather conditions, or actions of third parties.

10. Personal Data Protection

Guest data is processed in accordance with GDPR and Montenegrin regulations. Purpose: reservation fulfillment and tourist registration. Data Controller: "Wilgano" Resort. The Guest has the right to inspect, correct, and delete data.

11. Final Provisions

11.1. These Terms and Conditions are available on the website, at the reception, and in every Cottage.

11.2. Violation of these Terms may result in eviction without refund and a ban on future reservations.

11.3. For any questions, please contact the Administration.