Terms & Conditions

General Information

Arena Rewards is Arena Hospitality Group’s (Arena Hospitality Group d.d., Smareglina 3, 52100 Pula, VAT number: 47625429199; hereinafter: AHG) loyalty program in which members get instant rewards depending on the number of room nights spent at participating properties.

AHG is the owner of the brand Arena Rewards and as such holds the copyright to the loyalty program. Also, AHG is the owner of properties participating in the loyalty program.

AHG is responsible to provide and enable program rewards to each member according to their level. 

Participating Properties

Hotels

• Arena Franz Ferdinand Nassfeld 
• Arena Hotel Holiday 
• TUI Blue Medulin 
• Grand Hotel Brioni Pula, A Radisson Collection*
• Park Plaza Histria Pula* 
• Park Plaza Arena Pula* 
• Park Plaza Belvedere Medulin*
• Guest House Riviera



Resorts

• Arena Verudela Beach Apartments
• Park Plaza Verudela Pula*
• Splendid Horizont
• Horizont Resort
• Verudela Villas
• Arena Kažela Apartments
• Ai Pini



Campsites

• Arena Grand Kažela Campsite
• Arena One 99 Glamping*
• Arena Stoja Campsite
• Arena Stupice Campsite
• Arena Medulin Campsite
• Arena Indije Campsite
• Arena Runke Campsite
• Arena Tašalera Campsite

Properties marked with an asterisk (*) are partially participating in Arena Rewards loyalty program, as specified in the text below.

AHG holds the right to modify the list of participating properties at any time.

Definitions

1. Client: a physical person who is not yet a member of Arena Rewards and did not accept the Terms & Conditions, but meets all requirements to become one
2. Member: a person who joined Arena Rewards loyalty program, accepted the Terms & Conditions and is entitled to program benefits depending on the level he/she is assigned
3. Stay: period between check-in and check-out from the property
4. Room night: unit value earned from an overnight stay at any participating property, which can be exchanged for program benefits by level offered by Arena Rewards loyalty program
5. Membership Level 1 – Light: first level of membership, from the moment of joining and accepting the Terms & Conditions up to 9 room nights collected, valid for a period of 3 years from the last check-out from one of the participating properties
6. Membership Level 2 – Silver: second level of membership, from 10 to 30 room nights collected, valid for a period of 3 years from the last check-out from one of participating properties
7. Membership Level 3 – Gold: third level of membership, from 31 to 60 room nights collected, valid for a period of 3 years from the last check-out from one of participating properties
8. Membership Level 4 – Platinum: fourth level of membership, from more than 61 room nights collected, valid for a period of  3 years from the last check-out from one of participating properties
9. Arena Rewards virtual card: a virtual card with unique Arena Rewards membership number which is assigned to a client after activation of the membership as the confirmation of the membership. The card is not transferable

Arena Rewards member interface is the interface on Arena Hotels, Arena Campsites, Arena Grand Kažela Campsite, Arena One 99 Glamping and Arena Franz Ferdinand Nassfeld which allows clients to become members of Arena Rewards and existing members to manage their profile.

The interface functionalities include: 
1. editing personal information and interests
2. viewing history and upcoming stays
3. viewing special offers & deals
4. checking friend referral status 
5. checking room night balance
6. checking Arena Authentic Experiences deals

 

Becoming and Being a Member

Every physical person above age of 18 who has an e-mail address is eligible to join Arena Rewards in the following ways: 

1. by completing all mandatory fields in the application form in Arena Rewards member interface on Arena Hotels, Arena Campsites, Arena Grand Kažela Campsite, Arena Franz Ferdinand Nassfeld, Arena One 99 Glamping

2. via Arena Hospitality Group’s contact centre (phone number 00385 52 529  400)

3. at the front desk of participating properties (excluding properties marked with “*” under the subtitle “Participating Properties”), by completing all mandatory fields in the application form and signing it by hand

 

Mandatory fields are: 

1. name
2. surname
3. gender
4. address
5. city
6. postal code
7. country



Whatever the way chosen to join Arena Rewards (via Arena Rewards member interface, via phone or at the reception of the participating property), membership is activated only after receiving and activating the activation link sent to client by e-mail after he/she fills out the mandatory fields in the application form.

In case of incorrect or incomplete submission of personal information in the application form, member will not be able to use the benefits provided by Arena Rewards loyalty program.

Membership in Arena Rewards is free.

A member can cancel the membership anytime and without a specific reason by sending a cancellation notice to the email address: [email protected]

Membership is individual, meaning that a member cannot earn room nights by booking additional accommodation units for friends or family; room nights are earned only for the overnight stays while the member, as the lead guest on the booking, is present.

If 2 or more members are sharing one accommodation unit, only the member who is the lead guest on the booking is eligible to collect room nights.

Room nights are cumulative, but members who have been inactive for more than 3 years will automatically be downgraded to Membership Level 1 - Light.

Any fraudulent use of Arena Rewards membership will result in cancellation of the membership with immediate effect.

 

 

 

Collecting Room Nights

Members collect room nights:

1. for every overnight stay in one of the participating properties, only if booked directly via AHG’s official websites (Arena Hotels, Arena Campsites, Arena Grand Kažela Campsite, Arena Franz Ferdinand Nassfeld, Arena One 99 Glamping), AHG’s Contact Centre and/or directly at the reception of the participating properties (excluding properties marked with “*” under the subtitle “Participating Properties”)
2. for every friend referral, member collects additional 2 room nights



Friend referral bonus is an additional way to earn qualifying room nights. If an existing member refers a friend to join Arena Rewards and to book their stay directly via Arena Hotels,  Arena Campsites,  Arena One 99 Glamping,  Arena Grand Kažela Campsite,  Arena Franz Ferdinand Nassfeld,  the referring member will get 2 room nights on his/her room night balanceAfter successful registration and membership activation, each member will receive an email with their virtual membership card. The membership number is also visible in the Arena Rewards Member Interface. Each member has the possibility to copy their membership number and send it to a friend. When completing the application form, the client has the option to enter the membership number of the Arena Rewards referring member and sign up as a referred member. By entering the referring friend's membership number when registering, the referring member will get 2 room nights with the status „Pending“ that will be visible in his/her user interface. The room nights with the status „Pending“ will be added to the room night balance (only) after the referred member's first overnight stay.

Depending on the number of room nights collected, members are assigned a level which allows them to enjoy specific program benefits for that level.

Qualifying room nights are:

• Booked directly via Arena hotels, Arena Campsites, Arena One 99 Glamping, Arena Grand Kažela Campsite, Arena Franz Ferdinand Nassfeld
• Booked via Arena Hospitality Group’s Contact Centre (e-mail and/or over the phone)
• Booked at the reception of the participating property (excluding properties marked with “*” under the subtitle “Participating Properties”)

In order to collect qualifying room nights, during the reservation process a member must identify themselves in the following way:

• If booking directly via Arena Hotels,  Arena Campsites,  Arena One 99 Glamping, Arena Grand Kažela Campsite, Arena Franz Ferdinand Nassfeld, a member must login to Arena Rewards member interface with his/her email address and continue with the booking process
• If booking via Arena Hospitality Group’s Contact Centre (e-mail and/or over the phone), a member must identify themselves to the agent with the membership number and/or e-mail address 
• If booking at the reception of the participating property (excluding properties marked with “*” under the subtitle “Participating Properties”), a member must identify themselves to the agent with the membership number and/or e-mail address 

Stays that are not eligible for collecting room nights are:

• Booked through Online Travel Agents
• Booked through tour operators
• Booked through online group sales portals
• Flat rate guests at Arena campsites
• Booked via special booking codes issued by AHG

 

Members may book more than 1 accommodation unit and receive the assigned discount (depending on Membership level) for entire reservation. 

All other benefits based on Membership level are individual, meaning that they can be used only by the member-lead guest on the booking (F&B, wellness, sport centre discounts, welcome gifts, early check-in, late check-out, Arena Authentic Experiences).

If 2 or more members are sharing one accommodation unit, only the member who is the lead guest on the booking is eligible to collect room nights.

Room nights are earned only for the overnight stays while the member, as the lead guest on the booking, is present.

If a member achieves the next level while making a new booking, he/she will be entitled to the benefits of the new level only on their next stay, starting 24 hours after the check-out. 

Room night balance will be updated within 24 hours after the check-out of the member and will be visible in Arena Rewards member interface.

In case of cancellation of the booking or no show, room night balance will remain unchanged. 

 

 

 

 

 

 

 

 

 

 

 

Arena Rewards benefits by level explained

Room nights	1-9	10-30	31-60	61 +
Benefits	Light	Silver	Gold	Platinum
Member Only Rate	5% off	8% off	10% off	15% off
Exclusive "members only" offers & updates	●	●	●	●
Friend referral bonus	●	●	●	●
Discount on in-house F&B		5%	10%	15%
Discount on in-house sport services		5%	10%	15%
Discount on in-house wellness services		5%	10%	15%
5% off on Atistria services for individuals on site		●	●	●
Early check in and late check out			●	●
Welcome gift				●
Arena Authentic Experiences				●

 

Members Only Rate applies to: 




Hotels: booked unit/s on room only, Bed & Breakfast or Half-Board basis (tourist tax excluded)

Apartments, Villas, Mobile Homes & Glamping tents: booked unit/s on room only, Bed & Breakfast or Half-Board basis (tourist tax excluded)

Pitches: booked unit/s + persons (tourist tax excluded)

All additional services used during the stay will be charged according to the price list.

Note: Flat rate guests at Arena Campsites are not eligible to join Arena Rewards.

 

Exclusive “members only” offer & updates include special offers for members, exclusive and valuable content & secret deals which will be sent to members via e-mail periodically and/or will be visible in Guest Interface under the section “Special Offers”. Each offer may have  specific time and capacity limits.

Friend referral bonus is an additional way to earn qualifying room nights. If an existing member refers a friend to join Arena Rewards and to book their stay directly via Arena Hotels, Arena Campsites, Arena One 99 Glamping, Arena Grand Kažela Campsite, Arena Franz Ferdinand Nassfeld the referring member will get 2 room nights on his/her room night balance. After successful registration and membership activation, each member will receive an email with their virtual membership card. The membership number is also visible in the Arena Rewards Member Interface. Each member has the possibility to copy their membership number and send it to a friend. When completing the application form, the client has the option to enter the membership number of the Arena Rewards referring member and sign up as a referred member. By entering the referring friend's membership number when registering, the referring member will get 2 room nights with the status „Pending“ that will be visible in his/her user interface. The room nights with the status „Pending“ will be added to the room night balance (only) after the referred member's first overnight stay.

 

Discounts on in-house F&B: all members are welcome to use F&B services at discounted prices (as per membership level) in the following F&B outlets regardless of the participating property they are staying at: 

Property	Participating Outlet
Park Plaza Belvedere Medulin	Bar & Restaurant Lungomare
Splendid	Restaurant Sunset
Verudela Avenue	Secondi burger bar
Verudela Avenue	Coffee Specialty
Arena Franz Ferdinand Nassfeld	Lobby Bar

 

 

To obtain the discount, members must provide F&B operator with Arena Rewards membership number on their arrival / when ordering the service. If the member will be using the service in the property he/she is staying at, there is an option to settle the invoice immediately at F&B point of sale or to charge the expense to the room*. 

*Note: charging the expense to the room is not available for guests staying at:

• Arena Grand Kažela Campsite pitches and apartments
• Horizont Resort
• Splendid Resort 



If the member will be using F&B services in a participating F&B outlet in the property he/she is not staying at, the invoice must be settled immediately at F&B point of sale. There is no option to charge the expense to the room.

Discounts on in-house wellness services: all members are welcome to use wellness services at discounted prices in the following wellness outlets regardless of the participating property they are staying at:

• Senseas Arena - Park Plaza Arena Pula
• Senseas Belvedere - Park Plaza Belvedere Medulin
• Senseas Histria - Park Plaza Histria Pula
• Senseas One 4 You - Arena One 99 Glamping
• Senseas TUI Blue - TUI Blue Medulin
• Gemma Di Brioni - Grand Hotel Brioni Pula, A Radisson Collection Hotel



Prior to using the service, members must contact the wellness centre, identify themselves with Arena Rewards membership number and make an appointment.

If the member will be using the wellness in the property he/she is staying at, there is an option to settle the invoice immediately at wellness reception or to charge the expense to the room. 

If the member will be using the wellness in the property he/she is not staying at, the invoice must be settled immediately at wellness reception. There is no option to charge the expense to the room. 

Wellness centres contact details:

Gemma di Brioni - Grand Hotel Brioni Pula, A Radisson Collection Hotel

Phone: +385 (0) 378 714
 E-mail: [email protected]

 

Senseas Histria - Park Plaza Histria Pula

Phone: +385 (0)52 590 726
 E-mail: [email protected]

 

Senseas Belvedere - Park Plaza Belvedere Medulin

Phone : +385 (0)52 572 530

E-mail :[email protected]

 

Senseas Arena - Park Plaza Arena Pula

Phone: +385 (0)52 375 130
 E-mail: [email protected]

 

Seanseas One 4 You - Arena One 99 Glamping

Phone : +385 (0)99 54 46 300

E-mail :[email protected]

 

Seanseas TUI Blue - TUI Blue Medulin

Phone : +385 (0)52 572 601

E-mail :[email protected]

 

Discounts on in-house sport centre services: all members are welcome to use sport centre services at discounted prices in the following sport centres regardless of the property they are staying at.

Participating sport centres are:

• Sport Centre Verudela
• Sport Centre Medulin (football pitches excluded)



To obtain the discount, members must provide Sport Centre operators with Arena Rewards membership number on their arrival. The invoice must be settled immediately at Sport Centre reception. There is no option to charge the expense to the room.

5% off on Atistria Tourist Agency services for individuals on site: all members are welcome to get 5% off on Atistria Tourist Agency services for individual sale. This service is available only directly at Atistria outlets located in: 

Park Plaza Verudela Pula (Verudela Avenue)

Address: Verudella 11,52100 Pula

 

Early check-in and late check-out option is available to Gold and Platinum members based on availability. In case a member would like to have an early check-in and/or a late check-out, he/she must notify the reception when making the reservation  or at the latest on arrival. In case of availability, the member will be granted the request.

 

Welcome gift is available to Platinum members on their arrival. 

 

Arena Authentic Experiences is available to Platinum members. Members will be able to check the available Arena Authentic Experiences in Arena Rewards member interface under the Arena Authentic Experiences tab. Members can apply to one Arena Authentic Experience per stay. Application is valid for 2 persons.

 

Amendments to the Arena Rewards Terms & Conditions 

AHG reserves the right to amend the Arena Rewards Terms & Conditions and the conditions for participation in the Arena Rewards loyalty program at any time. In that case, AHG will take into account the interests of the loyalty program members. All changes in the loyalty program will be sent to the members via email. 

AHG reserves the right to terminate the Arena Rewards loyalty program or to replace it with another loyalty program at any time. 

All reasonable measures will be taken to notify members, in a timely manner,of changes or termination of the loyalty program. AHG shall not be liable for any losses or damages to members after the above changes take effect. The termination or replacement of the loyalty program does not constitute a valid basis for members to claim damages.

Upon termination of the loyalty program, the membership of the loyalty program shall be automatically terminated.

Any dispute arising between AHG and a loyalty program member relating to, arising out of or in any way connected with implementation of the loyalty program and/or regarding the provisions and implementation of these Terms & Conditions shall be settled by mutual agreement.

Otherwise, Croatian law shall apply and the dispute settlement shall be submitted to the competent court for the area of AHG's registered office.

 

 

Personal Data Protection 

Data controller

Arena Hospitality Group d.d., Smareglina 3, 52100 Pula („AHG“), VAT number: 47625429199, as data controller, processes your personal data within Arena Rewards loyalty program.

Personal data is collected for the purpose of AHG's business activities i.e. the implementation of Arena Rewards loyalty program to reward guests who are staying at AHG's accommodation facilities in Croatia.

Registration

You can join the Loyalty Program exclusively by giving us your consent, as follows:

1. by filling out the online application form available at Arena Hotels, Arena Campsites, Arena One 99 Glamping, 

Arena Grand Kažela Campsite, Arena Franz Ferdinand Nassfeld, Arena Rewards.

2. via phone (by calling 00385 52 529 400) i.e. through the AHG reservation centre by having your information entered by the agent directly into the Arena Rewards member interface 

3. at the front desk of participating properties by completing all mandatory fields in the application form and signing it by hand.

 

The data collected (necessary for joining the loyalty program) is as follows: 

• name, 

• surname,

• e-mail address,

• address (street, house number, postcode, city/town and country)

   

  Based on legitimate interest, AHG reserves the right to process your name and surname and e-mail address for direct marketing purposes in order to inform you about special offers (discounts, etc.), news, changes to the Loyalty Program Terms & Conditions , and to deliver valuable content via email. As the data subject, you have the right to object to the processing of your data, including profiling to the extent that it is related to such direct marketing, at any time and free of charge, in which case your data will no longer be processed for these purposes. If you no longer wish to receive the above content via email, you can send an e-mail at [email protected] or you can click on the cancellation link provided in every newsletter sent to you by AHG.

  AHG may use the data provided (date of birth, sex, city/town, country, language) for statistical purposes. In that case, AHG anonymises such data.

   

  When joining the Loyalty Program, you may give AHG a special consent to process your data necessary for joining the loyalty program, as mentioned above, as well as additional (optional) data – telephone number, mobile number, interests and activities enjoyed during your stay. In that case, AHG processes said data for the purposes of further profiling as well as providing personalised content (special promotions regarding your room night balance, special offers, special discounts, special events etc.) via email. 

  As the data subject, you have the right to withdraw said consent at any time.

  If you no longer wish that AHG provides you with personalised content and that AHG processes your data for profiling purposes  to the extent that it is related to such direct marketing, you can withdraw your consent, at any time and free of charge, by sending an e-mail at [email protected] or you can click on the cancellation link provided in every newsletter with personalised content sent to you by AHG. The withdrawal of consent shall not affect the lawfulness of processing based on consent before its withdrawal.

  If you have not consented to processing of your personal data for this purpose or if you have withdrawn your consent, you will only receive general messages that are not selected based on your individual interests.

  AHG may use the data provided for statistical purposes. In that case, AHG anonymises such data.

   

  In order to complete your registration and access to the Arena Rewards loyalty program, you need to confirm the activation mail that will arrive at your e-mail address.

   

  The period for which the personal data will be stored

  Personal data will be stored throughout your participation in the Arena Rewards loyalty program.

  Upon termination of membership or termination of the loyalty program, unless replaced by a new loyalty program, AHG shall erase personal data and other membership-related information, unless it is required to be stored for a certain period in accordance with the regulations, in which case it will no longer be processed for other purposes.

  Your rights

  You have the right, at any time, to request in writing from AHG access to personal data, rectification of personal data, erasure (“right to be forgotten”), restriction of processing concerning the data subject, right to data portability, right to object to processing.

  Where the processing is based on your consent, you have the right to withdraw consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.

  In addition, you have the right to lodge a complaint with the supervisory authority – Croatian Personal Data Protection Agency, Selska cesta 136, 10000 Zagreb (more information on www.azop.hr ).

  All objections, requests and questions regarding the protection of your personal data can be sent in writing to the AHG’s appointed data protection officer by regular mail addressed to Arena Hospitality Group d.d., Smareglina 3, 52100 Pula or to the email address [email protected]