We want every guest to leave the Tara satisfied. If something on your trip did not go the way it should have, tell us — a complaint is not a nuisance to us, it is how we find out what to fix.
How to file a complaint
Write to tarakularaft@gmail.com or call +382 69 202 254. Please include:
- the date of the trip and the name the booking was made under,
- what happened, described as concretely as you can,
- what you would consider a fair resolution,
- photographs, if you have any.
The sooner you tell us, the more we can do. If something is wrong while you are still with us, say so on the spot — a guide or someone at reception can usually put it right the same day, which no later e-mail can.
Deadline and our reply
Send your complaint within 30 days of the trip. We confirm receipt and reply in writing within 8 days. If the case needs looking into — talking to the guides, checking equipment records — we will say so in that reply and tell you when to expect the outcome.
What a complaint can lead to
Depending on what happened, the outcome may be an apology and an explanation, a repeat of the service, a partial refund, or a full refund. We decide each case on what actually occurred, not on a fixed table.
Cancelling a booking is a separate matter with its own rules and deadlines — see our cancellation policy. A complaint filed after the trip is not a way to cancel it retroactively.
Things outside our control
Some things we cannot be held responsible for, and it is fairer to say so plainly than to leave it vague:
- weather, water level, and river conditions;
- a trip called off for safety reasons — the guide’s judgment on the water is final, and it is there to protect you;
- arriving late for the agreed meeting time;
- personal belongings you chose to take on the water;
- a health condition you did not tell us about beforehand.
Where we are at fault, we say so and we make it right.
If you are not satisfied with our answer
You keep every right you have under the consumer protection law of Montenegro, including the right to turn to the competent inspection authority or to a consumer protection organisation. Nothing on this page limits those rights.