General Terms and Conditions of the Loyalty Program

PRELIMINARY PROVISIONS

1. These General Terms and Conditions of the Loyalty Program (hereinafter referred to as “General Terms and Conditions”) set out the rules of the MaiStar Rewards Club loyalty program (hereinafter referred to as “the Program”) implemented by MAISTRA d.d., Rovinj, Obala Vladimira Nazora 6, PIN (OIB): 25190869349 (hereinafter referred to as “MAISTRA” or “the Company”) and HUP-ZAGREB d.d., Zagreb, Trg Krešimira Ćosića 9, PIN (OIB): 66859264899 (hereinafter referred to as “HUP-ZAGREB” or “the Company”).
2. The program shall be valid in the following properties:

The Company reserves the right to change the list of properties included in the Program at any time by deleting or adding an individual property.

3.The purpose of the Program is to provide additional benefits for loyal guests of the Company who join the Program and collect points based on the use and payment of services in the properties included in the Program (hereinafter referred to as “Members”). Additional benefits include the right to an exclusive (reduced) accommodation rate in the properties included in the Program in the case of direct booking (hereinafter referred to as “Member rate”), as well as the right to a price reduction for certain services during the next stay in the properties included in the Program (for example, services in wellness, restaurants and bars, sports spots). An up-to-date list of the services included in the Program can be found at: www.maistra.com/loyalty/rewards.

I Terms and Conditions of Membership in the Program

1.Any natural person over 18 years of age can join the Program.

The process of joining the Program can be initiated online or in direct contact with an employee of the Company.

The process of joining online is initiated by

• booking accommodation online on the official website of the Company (after selecting the lowest online rate offered - “Member Only Rate”);
• filling out an online form on the official website of the Company

The process of joining in direct contact with an employee is initiated

• when booking through Company’s Booking Center (if the guest accepts the agent’s proposal to initiate the process of joining the Program);
• at the reception in one of the properties (at the suggestion of an employee or request of the guest).
  
  2.The process of joining the Program is completed once the guest is acquainted with the General Terms and Conditions and information on the processing of personal data and accepts the rules and terms and conditions set out in the General Terms and Conditions.

In case the process of joining the Program is initiated online, the General Terms and Conditions and information on the processing of personal data are provided to the guest prior to the completion of the process of joining the Program (on the website where the guest has initiated the process of joining the Program). In the process of joining the Program, the guest also creates access data for their online user account.

In case of joining by direct contact with an employee, the guest receives a link to the General Terms and Conditions and information on the processing of personal data to their email address. If the guest wishes to complete the process of joining the Program, they can activate their membership and create access data for the online account using the link in the received email.

3.Membership in the Program is free and voluntary.

4.Each Member is obliged to notify the Company in the event of a change in personal data submitted during the process of joining the Program or during membership. The Member otherwise bears sole responsibility for the inability to use the benefits of the Program due to out-of-date personal data. Notifications shall be submitted to the following email address: loyalty@maistra.hr or dpo@maistra.hr, and the Member can directly and independently update their personal data using their online user account.

II. Program Card and User Account

• Program Card

  1.When joining the Program, the Member is issued a MaiStar Rewards Club card (hereinafter referred to as “the Card” or “Program Card”) which serves as a membership confirmation and allows Members to view their membership status and receive additional benefits. The card does not constitute a means of payment.

2. The card is issued in digital form, and at the special request of the Member, it shall also be issued in physical form. The digital card is activated automatically upon joining, and the Member receives instructions on the handover of the physical card to their email address specified when joining the Program. The card in physical form can be picked up at the reception of a property or the Member may request delivery by mail to their address of residence or stay. Cards issued under the previous MaiCard loyalty program remain valid as MaiStar Rewards Club Program cards.

3.Each card is marked with a unique identification number and is not transferable. Only the Member to whom the card has been issued may use it, and they may not authorize a third party to use the card or to use the rights arising from it. By way of derogation from the above, in the event of a Member’s death and based on a documented request, the Company may decide on the transfer of unused points from the account of the deceased Member to the account of a person designated by the deceased, who already has an active account.

4.The Member shall bear sole responsibility for all actions related to their card, and the Company reserves the right to withdraw or not accept the card if the Member fails to use the card in accordance with the General Terms and Conditions. This includes the deletion of all points awarded and the loss of the right to benefits that have not been used. The Company is not responsible for any cases of unauthorized use of benefits related to lost or stolen cards. In case of loss or theft of the card, the Member can request a replacement card by sending a request to the email address: loyalty@maistra.hr.

• User Account

  5.After creating access data for the online user account, the Member can access the account to check the status of points and membership level, see their active reservations and available benefits, and update the personal data processed within the Program.

  6.Guests who joined the Program online created their access data for the online user account during the process of joining the Program, and Guests who joined the Program following direct contact with an employee can create their access data by selecting the appropriate link in the email received during the process of joining the Program.

  7.User accounts do not constitute a means of payment, they are not transferable, and the account may only be used by a Member with whose membership that account is linked. A member may not authorize a third party to use the account or the rights arising from it.

  8.The Member shall bear sole responsibility for all actions related to their user account, and the Company reserves the right to deactivate the account if the Member fails to use the account in accordance with the General Terms and Conditions. This includes the deletion of all points awarded and the loss of the right to benefits that have not been used. The Company shall not bear responsibility for any cases of unauthorized use of benefits related to compromised user accounts.

III.Types of Membership

1.The program consists of four membership levels that each include different benefits.

2.MaiStar Blue is the basic level of membership that is awarded to all Members that join the Program.

3.MaiStar Silver is the membership level awarded to Members who accrue 10 or more overnight stays or collect 20,000 points in connection with their stay in the properties included in the Program within one calendar year.
4.MaiStar Gold is the membership level awarded to Members who accrue 25 or more overnight stays or collect 70,000 points in connection with their stay in the properties included in the Program within one calendar year.

5.MaiStar Black is the membership level awarded to Members who accrue 40 or more overnight stays and collect 150,000 points in connection with their stay in the properties included in the Program within one calendar year.

6.If a Member meets the prerequisites for achieving a higher level of Membership within one calendar year, their membership shall be upgraded within 3 business days following their check-out from the property. Otherwise, the Member shall be awarded a lower level of membership at the end of the calendar year. If there are multiple Members in the accommodation units covered by the same booking who would be eligible for an upgrade to a higher level of membership on the basis of this booking, membership shall be upgraded only for the Member who has booked and paid for the booked accommodation in which they also stayed in person.

IV.Collecting Program Points

• Rules for collecting points

  1.Program Points (hereinafter: points) shall be collected only by Members who have booked accommodation directly through the Company and paid the accommodation costs directly to the Company. Flat-rate Members can collect points on spending related to non-accommodation services and consumption.

Booking accommodation directly refers to a booking made through the Company’s Booking Center or the online booking system available on the Company’s official website. Members who book and pay for their accommodation through agencies do not have the possibility of collecting points.

Members who pay for accommodation by purchasing via a group sales portal (for example, Crno jaje) do not have the possibility of collecting points.

A Member staying in the Company’s property as part of their business trip has the opportunity to collect points even when their accommodation is paid for by another business entity (for example, an employer), but not if the Member is participating in a conference, group meeting, or other event held at the Company’s premises (for example, the Weekend Media Festival).

2.Points are collected based on the use and payment of accommodation and non-accommodation services. The term “non-accommodation services” refers to food and beverage, wellness and sports services, and other on-site services at points of sale managed by the Company.

The number of points per transaction depends on the amount of the transaction and the level of membership:

Exceptionally, Members collect points as part of the Company’s promotional programs and/or special offers, without using and paying for accommodation or other services, if they are indicated to enable the collection of points (hereinafter referred to as “promotional points”). Promotional points are not transferable between Members and may have a reduced validity period.

3.The requirement for collecting points is the payment of the full invoice amount for accommodation and other services and completed check-out from the property. Points have no cash value and are not exchangeable for cash.

4.Points shall not be awarded for services rendered and paid for before joining the Program or before the Program’s entry into force on June 27, 2022.

5.Points shall be added to the Member’s account within 3 business days from check-out from the property.

• Eligible accommodation costs

  6.In the event that one booking includes accommodation for multiple Members and/or accommodation units, points are collected by the Member who personally stayed in the property included in the Program and paid the price of the booked accommodation, and the Member is awarded points on the price of accommodation in the accommodation unit in which they personally stayed and two additional rooms covered by the same booking.

• Eligible non-accommodation consumption

  7.Points shall be awarded on spending on non-accommodation services that are charged to the account of the accommodation unit in which the Member who paid for these services personally stayed and on the costs paid by the Member at points of sale managed by the Company, provided that when paying, the Member presents their Program card or notifies the employee about the unique identification number of the card and that the system/account shows that the Member has used their membership rights.

• Non-eligible spending Points shall not be awarded on spending:

a)on accommodation booked through travel organizers or online travel agencies (e.g., Booking.com, Hotelbeds, Expedia); b)on non-accommodation services provided and charged by outside contractors, even if the services are provided and charged in the premises of the Company’s property (for example, beauty and hairdressing salons, shops, pedal boats, and deck chairs for rent that are not managed by the Company); c)on accommodation if the accommodation was won in a prize game or associated with the use of vouchers; d)on non-accommodation services provided as part of a private celebration organized in the Company’s facilities (for example, baptism, wedding, wedding reception, birthday party).

• Validity of points

  8.The collected points shall be valid for two years from the last day of stay in a property included in the Program. The validity shall be extended for an additional two years each time a Member makes a payment in accordance with these General Terms and Conditions in one of the properties from the Program. If the Member does not make any payments within a period of two years, all previously collected points shall be deleted, without the possibility of their return or replacement, but membership in the Program remains valid.

  9.If the Member believes that there has been an error in the points recorded on their account, they can contact the Company with their inquiry to the following email address: loyalty@maistra.hr.

  10.Members can grant points to each other by contacting the Company at the following email address: loyalty@maistra.hr or by choosing the appropriate option available on the Company’s official website. The points that have been granted shall not be taken into account when determining the type of membership in the Program for the Member who granted or for the member who received points.

V Benefits

1.A Member shall receive benefits only if they identify themselves as a Member by stating their Program card unique identification number.

2.Benefits may be used in conjunction with certain benefits provided by other entities (for example, ADAC, ACSI, Leading Hotels of the World, etc.), but not for the purpose of reducing the cost of accommodation in relation to which the Program applies.

• Member rate

  3.The right to benefits in the form of Member Rate is exercised by all Members by joining the Program, without collecting points and exchanging them for benefits.

  4.Member Rate means the exclusive (reduced) price of accommodation in the properties from the Program for bookings made directly through the Company or through the Company’s Booking Center or the online booking system available on the Company’s official website.

• Price reduction for non-accommodation services

  5.The right to a benefit in the form of a price reduction for certain non-accommodation services shall be exercised by the Members who have collected the required number of points for a certain benefit. The Company reserves the right to at any time change the number of points required to obtain a particular benefit by reducing or increasing that number.

  6.The collected points can be exchanged for benefits during the next stay in the Company’s properties included in the Program at the time of points exchange, provided that the stay is booked by a Member who intends to use the benefit directly through the Company (through the Company’s Booking Center or the online booking system available on the Company’s official website).

  7.The Member is obliged to contact the employee of the point of sale where the selected benefit is provided in order to verify the membership status, the number of collected points, available benefits, and invalidation of used points.

  8.A detailed list of currently available benefits is available at: www.maistra.com/loyalty/awards. The Company reserves the right to change the list of benefits at any time by deleting or adding an individual benefit. The Member can check the current benefits and the required number of points by using their online account.

9. Benefits provided by the Company’s business partners are subject to general and other terms and conditions determined by the partner, and in connection with them, the Company is not responsible in case of inability to use the benefits by the Member due to non-compliance with the general or other terms and conditions of the partner. In the event that the service provided by the partner has shortcomings or the Member generally has complaints regarding the conduct of the partner, they shall contact the partner directly.

VI The old “MaiCard” loyalty program

1.The old “MaiCard” shall end on June 27, 2022.

2.Members of the “MaiCard” Loyalty Program shall become members of the Program, under the provisions of the notice sent to each member of the “MaiCard” Program.

3.Benefits to which members of the “MaiCard” program have acquired the right, but have not used until the termination of the program, shall be canceled, and members shall in turn acquire the appropriate equivalent under the Program. “MaiCard” cards shall remain valid as Program cards.

VII Terms and procedures for termination of membership

1.Members may terminate their membership in the Program at any time by submitting a notice of termination to the following email address: loyalty@maistra.hr.

2.Termination of membership means withdrawal from the Program, which permanently terminates the existing relationship between the Member and the Company and terminates all benefits related to membership in the Program, with the deletion of the remaining unused points.

3.Termination of membership also includes the termination of the processing of personal data of the Member collected and processed for the purpose of implementing the Program, which is regulated in more detail by the Information on the processing of personal data available on the official website of the Company: www.maistra.com/privacy-policy.

4.Any use of the card and user account in violation of these General Terms and Conditions may lead to cancellation of the card and deactivation of the account and cancellation of benefits, closing of the Member’s account and deletion of all collected points, with notification to the Member.

VIII Program information

1.The Member can view all information related to the Program on the official website of the Company: www.maistra.com/hr/loyalty-terms-and-conditions.

2.The Member should refer all questions about membership as well as notification of changes in membership data to the following email address: loyalty@maistra.hr.

IX Program Duration and Changes

1.The program shall be in effect from June 27, 2022.

2.The Company reserves the right to completely or partially suspend or change the terms of the Program, of which it will notify the Members in a timely manner. The Company shall not be liable for any losses or damages to Members upon the entry into force of these changes.

3.Up-to-date General Terms and Conditions of the Program can be accessed on the Company’s official website: www.maistra.com/hr/loyalty-terms-and-conditions.

X Processing of Personal Data

Information on the processing of personal data is available on the official website of the Company: www.maistra.com/loyalty-privacy-notice/.

FINAL PROVISIONS

1.The General Terms and Conditions shall enter into force on June 27, 2022.

2.The Company reserves the right to change the General Terms and Conditions, of which it will inform the Members in a timely manner. The Company shall not be liable for any losses or damages to Members upon the entry into force of these changes.

3.The issues of interpretation and validity of the General Terms and Conditions shall be governed by Croatian law, and disputes concerning the General Terms and Conditions and the Loyalty Program shall be settled by the court with actual jurisdiction according to the seat of MAISTRA.

4.For all questions and concerns related to the Program and the General Terms and Conditions, you can contact us by email at: loyalty@maistra.hr. Answers to frequently asked questions can be found at the following link: www.maistra.com/loyalty-faq.