Frequently Asked Questions

PROCESS OF BOOKING (prices, terms, credit card ...)

How can I book my accommodation?

Can I complete my booking without a credit card?

You have the option of paying via foreign currency transfers when booking if you choose this option. After booking, our operators will send you an offer. Depending on the country and the bank with which you make your payment, transfer of these funds may take up to a week. It is vital that you send via fax or e-mail the bank confirmation of payment, because otherwise we can not guarantee your reservation.


Why do I have to provide my credit card data?

Your credit card serves as a guarantee of your arrival or for payment of partial or full amount of your reservation fee, if so specified in the terms and conditions of the chosen accommodation. We strongly recommend that your read terms and conditions of the selected accommodation very carefully, to make sure you have all the information regarding terms and conditions of your accommodation. For certain offers your credit card can be charged immediately upon booking, with no possibility of refund. Please check the details when making such a reservation.


Is my credit card safe when booking?

Your credit card data provide a guarantee of your reservation, or are necessary for a payment in advance, depending on the terms and conditions of the selected accommodation, as expressed in the accommodation offer next to the accommodation prices, and on the certificate you will receive after booking. To protect data from your credit card we use Secure Sockets Layer (SSL) technology and your data is completely safe. In the case of fraud and abuse of your credit card by a third party, most banks and credit card companies bear the risk and cover all costs arising from the abuse. In accordance with our high ethical standards we respect your privacy. We are committed that your name, address, e-mail address and credit card information required for booking will not be disclosed to a third party without your consent.


The number of my credit card is correct but it was declined. Why?

There are several possibilities why your card was declined:
- The hotel does not accept your type of card
- Expiry date of the card is set before the date of booking
- You have reached your credit limit


Can I make a reservation with someone else's credit card?

If you do not have a credit card, you can specify a different card with the permission of the person whose name you will type as the name of the owner.


What type of credit cards can be used to make a reservation?

Credit cards accepted by the accommodation are outlined in the accommodation description.


Are the prices expressed per room or per person?

Prices are per room for selected periods of time, unless otherwise stated in the description of the rooms.


What is included in the price of the room?

The price includes everything described when you select the type of room. To view the description just click on the type of the room. This information will also be placed in the booking confirmation you will receive via e-mail.


Are taxes included in the price of the room?

The taxes are included in the price of the room if so stated in the room description.


Is breakfast included in the price of the room?

That depends on the selected accommodation, and it is described in the terms and conditions of the accommodation.


Do I need to pay full price for children?

Terms and conditions regarding the children are stated in the terms and conditions of the selected accommodation. You have the special opportunity to choose an extra bed or a crib for the baby.


Back to top



RESERVATION CONFIRMATION

How can I be sure that my reservation has been confirmed?

Upon reservation you will receive a message that your reservation is in the process and after the process has been completed, you will receive a notification about the status of your reservation. Processing can take up to a maximum of 12 hours (an average of two hours). Reservations are confirmed only after you receive a confirmation e-mail.


I finished my booking, but I haven't received a confirmation, what should I do?

Once you have entered all the data required for submission of reservation, your request is processed, and processing may take up to 12 hours. Reservations are confirmed only after you receive a confirmation via e-mail. Please enter the e-mail address carefully so that you may receive the confirmation. If you do not receive your confirmation, review the Spam folder, if it still is not there, please contact us.


Are the facilities described in the room guaranteed?

Yes, all the facilities that are found in the description of rooms are guaranteed by the owner.


Where can I find the address of the accommodation and how to reach it?

On the booking confirmation that you will receive via e-mail you will find all necessary information about the location and the description of how to get to your accommodation.


Where can I find the phone number and e-mail of my accommodation?

The phone number and e-mail of the accommodation are stated on the reservation confirmation you will receive via e-mail.


Back to top



ADDITIONAL REQUIREMENTS

Can I specify the position of my room (the floor, sea view, etc.)?

At the end of the reservation process you will be able to enter additional remarks which will be passed further on to the accommodation owner. We will try to fulfill your needs, but their fulfillment depends on the availability. In the booking confirmation that will arrive in your e-mail you will receive the answer to your request, and if the stated request is essential in choosing your accommodation, please contact us by phone.


Can I ask for an extra bed?

When booking rooms, you will have the option of choosing additional beds depending on the room type. You will also need to receive a confirmation that you are granted an extra bed, and if it is not possible please contact us by phone.


Is there a limit of rooms that I can book?

When choosing a period and type of room you will see the number of available rooms in that period. To make a reservation for a group whose number exceeds the number of available capacity of the chosen accommodation, please contact us directly.


What is the difference between double room and twin room?

Double room has one double bed, a twin room two separate beds. Also there may be a double / twin room where the beds can be separated. You have the option to choose double or twin room when booking.


Can I book a parking space?

Most accommodations have free parking spaces, and these information are stated in the description of the accommodation.


Can I book a transfer from the airport to the accommodation?

We offer you transfer from the airport to the accommodation and vice versa. While placing your reservation you will see a field for input of the requested transfer for which you will receive a confirmation.


Can I leave my luggage in the accommodation prior to check-in and after the check-out?

If you wish to leave your luggage prior to check-in and after the check-out, please contact us and if possible your request will be granted. You will receive the confirmation in your e-mail.


Back to top



PAYMENT OF ACCOMMODATION

When and to whom do I pay for the accommodation?

Payment of the accommodation depends on the conditions of the accommodation listed when booking. We reserve the right to pre-authorize your credit card to guarantee your arrival.


How much and who charges my credit card?

Processing (the preauthorization) or billing of your credit card will be done by the agency if you have booked the accommodation in private houses or villas, but if you have booked a hotel, the information of your card will be forwarded to the hotel for further processing.


Is there a payment of partial or the entire stay in advance?

Payment of the deposit depends on the terms and conditions that are specified when making reservation.


Can I pay the accommodation with a different credit card than the one specified in the reservation?

Yes, you can pay with a different credit card than the one specified in the reservation or with cash.


Back to top



RULES OF THE ACCOMMODATION

Is it possible to check-in earlier and check-out later than specified?

If you want an earlier check-in and later check-out, please leave a note when booking and if possible to satisfy your request, you will receive a confirmation via e-mail.


I want a room for smokers, but all rooms are for non-smokers?

If you want to have a room for smokers, please leave a note when booking and if possible, we will arrange your request. Either way, you will receive the confirmation via e-mail.


Where does it say if the accommodation accepts pets?

In terms and conditions of the accommodation you will find the requested information.


Back to top



CHANGE/CANCELLATION OF RESERVATION

Can I cancel my reservation?

If you want to change or cancel a reservation, please follow the instructions you received in the confirmation via e-mail. Keep in mind that according to the notice period, a part or the total booking amount can be charged. We suggest that you carefully read the cancellation policy when booking.


If I cancel my reservation will I have to pay?

Rules of cancellation are listed in the description when booking your accommodation. According to a notice period, accommodation may charge a part or full amount of reservation. Carefully read the terms and conditions when completing the reservation.


Where can I find notice period of the accommodation?

Notice period conditions are stated in the description of the accommodation, and these conditions will also be listed in the confirmation of the reservation.


When can I be sure that my reservation has been successfully canceled?

After the request for cancellation you will receive confirmation of cancellation via e-mail. In case that you don’t receive confirmation of cancellation on time, please check your Spam folder.


Who is responsible in case of irregularities in connection with the selected accommodation?

In accordance with the aforementioned terms and conditions, we are liable only for direct damages you have suffered and incurred in the absence of compliance with obligations that are related to our services. We are not responsible for any direct or indirect losses or damages, loss of contracts; any inaccuracies relating to information described on our website (including pricing and availability), services or products offered by the hotel, damages, losses or expenses due to an error, injury, negligence, willful misconduct, negligence, tort, cancellation, overbooking, strike or any other events at the hotel that is beyond our control.


Back to top