Service provider:
RELAX TOURS d.o.o. Sarajevo
Branch „PINO NATURE HOTEL" Sarajevo
Registered office: Alekse Šantića 5, 71 000 Sarajevo, BiH
Service / webshop address: Trebević, Ravne br. 1, 71 000 Sarajevo, BiH
ID (JIB): 4200133460008 · VAT number: 200133460008
Tel: +387 33 257 800, +387 65 288 498
E-mail: info@pino-hotel.com
General
This policy describes cancellation and refund terms for services booked and paid online. Specific promotional offers may have different terms stated on the offer page.
Reservation confirmation
Online payment is an advance for the reservation. Final confirmation is given by reception after availability check. If the date is unavailable, the full amount is refunded to the card used for payment.
Cancellation by the guest
- Cancellation is possible in writing (e-mail to info@pino-hotel.com).
- For promotional offers, cancellation more than 7 days before arrival allows a full refund.
- Cancellation within 7 days of arrival may be subject to an administrative fee per offer terms.
- No-show without prior cancellation: the hotel retains the full paid amount.
Cancellation by the hotel
If the hotel cannot provide the booked service for objective reasons, an alternative date or full refund to the same card is offered.
Refund procedure
Refunds to the card are processed within up to 14 business days after approval. Posting time depends on the card issuer bank. All refunds are in EUR.
Last updated: July 2026. Terms of purchase · Privacy policy