Frequently Asked Questions


CONFIRMATION OF RESERVATION

Deposit

General questions

PayWay

Reserving the property

Transfer

I am interested in booking an accommodation; how do I know if it is available on the dates I want it?

Each individual apartment information page contains an Availability Calendar. Any dates that are shaded are already booked; dates without this shading are available. NOTE: for apartments that have 'may be rented upon request only' in their description, you must contact us directly to check availability before completing your booking online.

Are the prices listed on the website per person or per property?

The prices listed on our website are per property, per night. They are inclusive of taxes and there are no other fees (unless specifically stated in the listing), so the total cost of your stay will simply be number of nights x price per night.

The property I want to book has a 3-night minimum requirement but I want to stay for only 2 nights. Is it possible for me to book?

Perhaps. The minimum stay requirement refers to the minimum number of consecutive nights that must be booked. It varies depending on the time of year, but it is generally 3 nights. Most property owners will accept shorter stays on request at a 20% to 30% higher price. If you would like to request a short stay, please contact us.

How far in advance do I need to book the property?

We recommend booking as early as possible in order to have the best selection of properties and dates. It is really never too early to book a property, especially villas and large apartments, which often receive bookings one year in advance.

I've reserved my accommodation, but I have some follow-up questions about my stay. Whom should I contact?

All post-booking questions or comments should be directed to the property owner. Their name and email address can be found on the 'CONFIRMATION OF RESERVATION' email you received immediately after making your reservation online.

How do I get the keys? Will somebody be there to greet me?

Upon receiving the confirmation of reservation, the property owner will contact you via email to discuss your arrival details. He or she will meet you at the property, give you the keys, and help you settle in.

I am scheduled to arrive in a couple of weeks and have not received an email from the property owner. What should I do?

It is quite possible that the property owner's email was diverted to your Junk, Spam, or Bulk folders or simply did not go through. If you cannot find the email, please contact the owner at the email address provided on your CONFIRMATION OF RESERVATION to inform them of your expected arrival time.

How do I pay the remaining balance?

Unless otherwise noted in the property listing or on the booking confirmation email, the balance is payable directly to the property owner in cash (either euro or kuna) upon arrival. If you choose to pay in kuna, the exchange rate is approximately 1 euro = 7.5 kuna. It is generally not possible to pay the balance by credit card upon arrival. Some property owners require the balance to be paid in advance of arrival; such policies will be noted in the individual property listing or on the booking confirmation email. If you do not feel comfortable traveling with a large amount of cash, it may be possible to pay the remaining balance to the property owner via bank transfer prior to your arrival, but you must ask the property owner in advance if he will accept that payment option.

Can I pay the remaining balance by credit card?

Unless otherwise noted in the property listing, it is not possible to pay the remaining balance by credit card. Some property owners may accept balance payment in advance via bank transfer. If you wish to pay in this manner, and if the owner accepts it, you may contact the owner to ask for his or her bank account information.

I have decided to shorten my stay. Can the deposit I paid for the canceled nights be applied to the balance due for the nights I stay?

A partial cancellation of the reservation will result in the forfeiture of the deposit paid for the canceled nights. The deposit paid at the time of booking can only be applied to the dates for which that deposit was charged. It may not be applied to the balance due for nights stayed.

The price on the website is now lower than it was at the time I made my booking. Have I been overcharged?

The prices listed on our website reflect the prevailing prices at that point in time. Sometimes property owners will offer price discounts to generate last-minute bookings or raise prices to reflect improvements to the properties. In these cases, no price adjustments will be made to bookings that were made prior to the implementation of the price change.

Will linens and towels be provided, or do I have to bring my own? What about soap and shampoo?

Linens and towels will be provided by the property owner, but you will generally have to bring your own soap and other toiletries. If you have any other specific questions about what is included in the property, please email the owner directly.

Will I receive daily maid service in my room?

Cleaning practices vary among private accommodations, but as a general rule maid service is not provided every day. Some owners will provide fresh sheets and towels every 3rd day and cleaning service once a week (for longer stays). If you require fresh towels every day, you may ask the owner directly.

I've reserved my accommodation, but now I need to extend my stay. Whom should I contact?

It is generally not a problem to extend your stay, provided that the property you booked is available for additional nights. Please contact us to extend your stay and we will modify your reservation for you.

The property I want to book is listed as a 'Double room or Studio' what does that mean exactly?

'Double room or Studio' is a classification given to a property that is either a double room OR a studio apartment. The main difference between the two is a kitchenette - a studio apartment has one, whereas a double room does not. The description will clearly indicate if the property is a room or a studio, and whether a kitchenette or other amenities such as kettle or mini fridge are available. If these items are not mentioned in the listing or in the amenities section, then the property does not have them. Please note that all properties, even double rooms, have a private bathroom.

My group has more people than the listing says the property sleeps, but we don't mind sharing beds or having some people sleep on the floor. Can we still book the property?

No. The number of guests listed for the property is the maximum number allowed. Property owners will not accept additional guests unless specifically agreed to in writing prior to the scheduled arrival date. If upon arrival there are more guests than the property allows, and the property owner has not expressly given permission for the extra guests, the property owner may choose to cancel the reservation. In that case, any deposit paid will be forfeited.

The description of the property I'm looking at doesn't mention anything about parking or Internet. Am I correct to assume that those things are not available at this property?

Yes, that is correct. The 'Amenities' section and descriptive text will list the amenities that are available at a particular property. If an amenity you are looking for does not appear in either of those sections, then the property does not have it.

What is the cancellation policy?

The deposit paid at the time of booking is non-refundable. Any full or partial cancellation of the reservation prior to arrival will result in the forfeiture of the deposit paid for the canceled nights. In cases of partial cancellation, the deposit paid at the time of booking cannot be applied to the balance due for nights stayed. In some cases a partial refund, net of administrative fees, may be given if a cancellation is made very shortly after the initial booking. Refunds will be evaluated on a case-by-case basis and cannot be guaranteed. No refunds of the balance paid will be given for full or partial cancellations made after guests arrive at the property. In cases where the property owner requires the balance payment in advance of arrival (as noted in the property listing), a full or partial cancellation made after the balance payment will result in the loss of all monies paid.

CONFIRMATION OF RESERVATION

I've reserved my accommodation online. Will I receive a confirmation?

Yes. As soon as payment is made, you will receive an automated email from us with 'CONFIRMATION OF RESERVATION' in the subject line. It will contain full details of your reservation, including the property address and property owner's contact information. Please have that email with you upon arrival. If you do not receive the email immediately, please check all mail folders such as Spam and Junk as the emails are sometimes diverted there. You will also receive an email receipt for your deposit payment from PayWay, our payment processor, but that is for your records only.

Deposit

Do I need to pay a deposit?

Yes, in order for the reservation to be confirmed, you must pay a deposit in advance. The amount varies by property but is typically 20% of the total cost of the booking and is non-refundable. In some cases, a property owner may authorize a refund of the deposit if a cancellation is made very shortly after the initial booking. However, any such refunds are at the sole discretion of the property owner and may be refused. (Read more about our cancellation policy).

General questions

I have arrived at the property and have paid the balance for my reservation, but now I need to shorten my stay. Can I get a refund for the canceled nights?

No. Once you have arrived and have paid the balance you are not entitled to a refund for any subsequently canceled nights. When there is a last-minute cancellation, the property goes empty and the owner loses the rental proceeds, which are often their sole source of income. The owner may agree to a partial refund, but any such refund is at the sole discretion of the owner and may be refused.

My group has more people than the listing says the property sleeps, but we don't mind sharing beds or having some people sleep on the floor. Can we still book the property?

No. The number of guests listed for the property is the maximum number allowed. Property owners will not accept additional guests unless specifically agreed to in writing prior to the scheduled arrival date. If upon arrival there are more guests than the property allows, and the property owner has not expressly given permission for the extra guests, the property owner may choose to cancel the reservation. In that case, any deposit paid will be forfeited.

What are the check-in and check-out times?

Every property owner has a different policy, but a 3:00 pm check-in and a 10:00 am check-out are customary. These times may be flexible, especially if there are no guests staying before or arriving after your stay. We recommend asking the property owner what check-in/check-out times apply to your specific stay. Most property owners will gladly let you leave your luggage at the property before check-in or after check-out, if necessary.

PayWay

What payment methods can I use to pay the deposit?

We accept credit cards (American Express, MasterCard, Visa, Diners and Discovery cards issued by any bank in the world) and some bank debit cards.

Do I need to have a PayWay account in order to pay the deposit?

No, it is not necessary to have a PayWay account to pay the deposit. You just need to have a valid credit card.

I am having trouble making payment with my credit card on Payway. Is there another way I can pay?

In case you are experiencing any trouble processing your payment please contact us directly. Also please check if you have sufficient found on your account or if your credit card has expired.

What is PayWay?

PayWay is a virtual POS system that allows online charging for products and services through the most advanced security methods, also assuring the protection of procedures and authorization data.

Reserving the property

How do I book my accommodation?

Booking through our website is easy. Once you find the accommodation that's right for you, simply click on one of the 'Book Now' buttons located on the apartment information page. You will then be prompted to enter all the details of your reservation, including your contact information. Once you verify that all the information is correct, click on the Proceed to Deposit Payment button. This will take you to the PayWay website, where you will be asked to pay a deposit using credit card, debit card, or PayWay. If you need assistance with the booking process, please contact us and we will be happy to help.

Transfer

I am flying into Dubrovnik airport. Can you provide a transfer from the airport to my final destination?

Yes, we are happy to offer airport transfers for clients who have booked accommodation with us. Please check services page for our price list and to request a transfer.