FAQ


BOOKING

 
1.) How to search for available villas on My Istria’ webpage?
When on the homepage of My Istria, first choose your preferred language (click on one of the small flags in the upper right corner). Click on the calendar section on the left side, just under “Find your perfect place”. Click on “Arrival”, choose your preferred date and choose the number of nights. Please note that most of the villas in our offer can be booked only Saturday to Saturday (7 nights). Click on the search image (magnifier). On the next page you will get a list of available villas. You change your preferences in search by adding the number of bedrooms and/or number of guests. Refresh search one more time. You can also optimize your search by clicking on “more options” (for e.g. “near the sea”, “pet friendly”,…) or choosing a price range. Once you get a list of available villas within your preferred criteria and in your requested period, take your time to read the description, check the prices and take a closer look at the pictures and location of each villa. If you will have any further questions, you can contact us, My Istria.
 
2.) How to search for a villa by name?
When on the homepage of My Istria, first choose your preferred language (click on one of the small flags in the upper right corner). Enter the name of the villa in “Villa by name” and click on the search image (magnifier). Take your time to read the description, check the prices and take a closer look at the pictures and location. If you will have any further questions, you can contact us, My Istria.
 
 
3.) We really like this villa. Could you please hold for us the period until we buy plane tickets and discuss it with friends with us?
Book the villa you like when you are ready. Unfortunately options cannot be held because the booking system does not support this. In order to book a villa, a down payment of 30% is required. Please note that we, My Istria, have an automatic booking system on our webpages so villas in our offer can be booked anytime by anyone. My Istria cannot have influence on the bookings. We hope that the villa will be still available when you all make the final decision.
 
4.) On the villa’s webpage is listed that the villa is for 12 guests. It is 13 of us. Is it possible to accommodate 13 guests?
Unfortunately no. Each villa has a permit for rental issued by the state that states the maximum number of guests allowed. For example, a particular villa is registered with the tourist board for a maximum of 12 guests. In case of an inspection and bigger number of guests, the owner would risk a big fine, getting the house closed down and your vacation would be ruined. So, unfortunately in all of our villas, a number of guests higher than the listed maximum of guests (children included) is legally not allowed. One infant up to one year old is not included in the guests’ count.
 
5.) On the villa’s webpage is listed that the villa is for 10 guests. It is only 4 of us. Can we get some discount?
Unfortunately no. The villas are booked for a specific period and up to the maximum capacity of the villa. No matter if the villa is booked by one person or by the maximum number of guests, the price remains the same. My Istria is not selling the extra capacity to other guests during your stay and this would be a huge loss for the owner.
 
6.) How can I know if a villa allows pets?
If the villa is pet friendly, within suitability it will be listed that the pets are welcome and under which conditions. If on the homepage of the villa is not shown that pets are considered, the villa is not pet friendly.
 
7.) What is the minimum stay in the villas?
On the webpage of each villa underneath the booking calendar is listed the minimum nights’ stay, periods and prices. The minimum nights’ stay depends on the booking period.
 
8.) Is the booking calendar on My Istria’s website always updated?
Yes, the booking calendar on the My Istria’s official webpage is always updated. Villas in our offer can be booked anytime by anyone directly on the villa’s homepage. As soon as someone books a period, it is marked red, no longer available and automatically updated.
 
9.) How to book a specific villa?
Once you are on the homepage of a particular villa, go to the booking calendar. All periods marked white are available, all periods marked red are already booked. Below you can check the prices for each rental period. Click on the booking calendar on the preferred date of arrival. Automatically, the period will be marked green, you will be able to choose the length of your stay, and on the left side a small blue window with price will appear. Click on your preferred number of nights. Click on “Book” in the small blue window. This will lead you to the next page. Here you can check the following information one more time: price, arrival date, departure date, maximum number of guests, and number of nights. Click on “Continue”. Do the whole booking procedure step by step (page by page) and do not skip the required information or go back and forth. On the next page enter the requested information and details. Make sure you leave a valid email address and a phone number with dialing code. If the villa is pet friendly, an additional cleaning charge per pet per week will be added to the full amount if you are coming with your pet. Click on “Continue” in order to review all the details of your booking. Select additional insurance preferences (refundable damage deposit on your arrival in cash or 30,00€ non-refundable property damage insurance). Cancelation insurance (4,5% of the full amount) is available. Choose your payment method(s). To secure your reservation, we require a 30% down payment. Within a couple of moments you will receive a booking confirmation to your email address. Read the booking confirmation carefully.
 
10.) I have booked a villa and chosen bank transfer as my payment method. I received an email in which is stated I have to confirm booking which I did not do. In the meantime the period is no longer available and the villa was booked by someone else. How is this possible?
As soon as you have completed the booking procedure successfully, within couple of moments you will receive a booking confirmation with all information regarding your booking to your email address. Please read this confirmation carefully. If you have chosen bank transfer as payment method, the booking procedure is completed as soon as you click on the blue “confirm booking button” from the email with booking confirmation with all information regarding your booking. As a confirmation you will receive our data for bank transfer to your email address. This means your booking procedure is successfully completed. Until this is not done, the period will be still available to other guests.
  
11.) How can I be sure that I have booked the preferred villa in my requested period?
In order to book a villa, you need to go online, either directly to the villa’s webpage or via the link from the offer sent to you. As soon as you have completed the booking procedure successfully, within a couple of moments a booking confirmation will be sent to you by email, with all information regarding your booking. Check your spam/junk folder. Sometimes it can happen that your email account recognizes these as spam/junk emails. Please read this confirmation carefully. If you have chosen bank transfer as payment method, the booking procedure is completed as soon as you click on the blue “confirm booking button” from the email with booking confirmation, where all necessary data regarding your booking is listed. As a confirmation you will receive our data for bank transfer to your email address. This means that your booking procedure is successfully completed.
 
12.) We have tried to book the villa, but during the booking procedure we could not continue. The period seems to be booked now. Was the booking successful?
Once the booking is successful, you will receive a booking confirmation on your email address. If you could not continue with booking procedure and the period seems to be not available anymore, it was temporarily blocked by you. Wait for a couple of minutes until the period is available again. Do the whole booking procedure once again step by step (page by page) and do not skip the required information or go back and forth. Otherwise the requested period will be blocked by you again, the system will freeze, and the booking will not be successful and completed for security reasons.
 
13.) What does an automatic booking system mean?
My Istria has an automatic online booking system on its website. This means that each villa can be booked anytime by anyone without previous offer. During your booking follow the procedure step by step and do not skip the required information or go back and forth. Once all information on the previous page was given, you can continue to the next one. Otherwise, if you go back to the previous page, the requested period will be temporarily blocked by you, the system will freeze, and the booking will not be successful and completed for security reasons. If so, wait for a couple of minutes until the period is available again or contact My Istria for help. Once the booking is successful, you will receive a booking confirmation to your email address.
  
14.) How and when is the rest payment to be paid?
The rest payment (70% of the agreed accommodation price) has to be made no later than 30 days before arrival by credit card, PayPal or bank transfer. For payments by credit cards and PayPal you will receive an email with a link for rest payment, which will be due immediately. If you have chosen bank transfer as payment method, the payment will also be due 30 days before your arrival, but you will receive an email a couple of days in advance, as a reminder with data for bank transfer. For last-minute bookings you will receive an additional email that the remaining payment (70%) is due immediately after the down payment (30%). Some of the owners also accept cash on arrival as payment method for the remaining payment.
 
15.) In the sent offer that you sent me is stated that a down payment is required. What does this mean?
In order to book a villa, a down payment of 30 % is required. Just click on the link from the offer. In one of the steps you will be asked about your preferred payment method. Possible payment methods are credit cards (Discover, MasterCard, Visa and Maestro), PayPal and bank transfer. Once the booking procedure is completed and a down payment of 30 % is paid, you will receive an email with booking confirmation and all details regarding you booking.
 
16.) In the sent offer is stated that a deposit is required. What does this mean?
For the stay in the villas, either non-refundable 30,00 € for damage insurance or a refundable damage security deposit upon arrival in cash are required and one of the options can be chosen during the booking process. The amount depends on the villa and it is listed on the webpage of each villa in EUR. The host returns the refundable damage security deposit to the guests on departure in case no damage occurs.
 
17.) When will we get the villa’s address?
As soon as you have completed the booking procedure successfully, within a couple of moments you will receive a booking confirmation via email, with all information regarding your booking (the villa’s address will be listed as well). On the webpage of each villa you can click on the location. You can see where the villa is located and get an impression of the area via satellite view. For security reasons it is not possible to provide the exact address details in advance, only once the villa is booked.
 
18.) Can the date for the rest payment be changed or postponed?
The rest payment (70% of the agreed accommodation price) has to be made no later than 30 days before the arrival to the villa. If the booking is made 30 days or less before the beginning of the rental period, the rest payment (70%) is due for payment immediately after the down payment (30%). Prior the due date of payment you will receive an email from My Istria as a reminder either with data for bank transfer or a link for credit cards and PayPal payments. Rest payment in cash on arrival has to be made when receiving the key.
 
19.) We are several families in the traveling group. Can we split costs so that each family pays separately?
Unfortunately, splitting either the down payment (30%) or rest payment (70%) is not accepted by My Istria. If you decide to split the costs of the payment, please collect the money in advance from your parties and then pay the full amount to My Istria from just one account in just one payment.
 
20.) I have booked one villa with my Istria. Is it possible to change this villa to another one?
Unfortunately no. Villas in the offer of My Istria do not have the same owner. Owners are various physical persons or legal entities. My Istria has issued an invoice at the reservation, the tax is paid and the money is paid to the owner so unfortunately a change of the villa is not possible.
 
21.) Can I change the payment method for rest payment?
Yes, it is possible. If you would like to change the payment method for the rest payment (70%), please contact My Istria per email and we will change it.
 
22.) I booked a villa. When will I receive the invoice?
Upon your arrival to the villa, the owner will issue an invoice for the full amount of your stay, as My Istria, the agency, works on behalf and for the owner’s account.
 
23.) I booked a villa and chose to leave a refundable damage deposit upon arrival in cash. Is it possible to change this and choose non-refundable policy?
Yes, it is possible, but 30 days before your arrival to the villa. If you would like to buy a non-refundable damage deposit of 30,00€ instead of leaving a refundable damage deposit in cash upon your arrival, please contact My Istria per email and we will change it in your reservation. Depending on your preferred payment method (credit cards, PayPal, bank transfer), you will receive an email from My Istria with data for bank transfer, or an email with the link for payment by credit cards and PayPal if this was your choice.
 
 
 

ARRIVAL AND STAY IN THE VILLA

 
1.) It is stated that the earliest check-in is at 3 p.m. We are traveling with a small baby the whole night. Is an earlier check-in possible?
  • Unfortunately no. The earliest check in is foreseen for 3 p.m. There is the cleaning and gardening service scheduled for the morning before the arrival of new guests so you cannot check in before 3 p.m. The house and the garden have to be cleaned and prepared for you since the previous guests are leaving at 10 a.m. The properties are big and it takes time to do it properly.
 
2.) It is stated that the latest check-out is at 10 a.m. Our flight back is late in the evening. Is it possible to stay longer in the villa?
  • Unfortunately no. The latest check-out is foreseen for 10 a.m. There is the cleaning and gardening service scheduled between 10 a.m. and 3 p.m. before the arrival of new guests. The properties are big and it takes time to do it properly so unfortunately you cannot stay longer in the villa.
 
3.) Although the earliest possible check-in is at 3 p.m., can I leave the luggage at the property before check-in?
  • Unfortunately no. Between 10 a.m. and 3 p.m. cleaning and gardening service is scheduled, so unfortunately you cannot leave your luggage in the villa before 3 p.m. Neither the owner nor My Istria, the agency, can take responsibility for it.
 
4.) My Istria took note in my reservation regarding my approximate arrival time. There are problems on the road, my flight was delayed, I will arrive 3 hours later, whom should I inform?
  • In case of problems on the road or big delays please call or text your host. Your host’s number can be found in the “arrival information” email. Although My Istria made a note of your approximate arrival time in your reservation, please contact your host one hour prior to your arrival so that the host can come to the villa, welcome you there, give you the key and show you around.
 
5.) Do I have to give my passport or my ID to the host at arrival to the villa?
  • Yes. For your stay in our villas, a valid passport or identification document for each guest is required. At the arrival in the villa, the host will collect your documents and give them back to you because he/she has to register you and members of your party at the tourist office. Tourist tax is already included in the price. Furthermore, one of those documents is required when crossing the boarder. Although Croatia is a member of the EU, it is not part of the Schengen Zone.  
 
6.) I chose to pay 70% in cash upon arrival to the villa. Do you accept credit cards at the villa?
  • Upon your arrival to the villa, you will be welcomed by the private villa owner (who will take good care of you) and they do not have the possibility to charge credit cards at the spot. So unfortunately upon arrival only payments in cash are accepted.
 
7.) I searched the villa’s address, but my navigation system does not find it. How is this possible?
  • Some of the villas are located in small villages and sometimes search engines or navigation systems do not recognize them. This is why on the booking confirmation sent to you per email coordinates are listed. Copy them in order to find the correct location of the villa.
 
8.) I checked the villa’s coordinates, but on this spot no villa is shown, only meadow can be seen. How can I be sure that this villa exists?
  • The location of the villas on our website is exact and correct. My Istria is a local, legally licensed tourist agency and we have personally checked out and photographed the villas. Some of the villas in our offer are newly built villas. This is why it is possible that they still cannot be seen on the Google Map or Street View since the Google shots are not up to date. The correct location of the villa can be seen on the webpage of each villa (zoom, satellite view). Once the villa is booked, coordinates will be sent per email. Copy them in order to find the correct location of the villa.
 
9.) My friends would like to join us as well. Can they pitch a tent in the garden or park a camp trailer on the property?
  • Unfortunately no. It is forbidden to pitch tents or bring camp trailers or similar on the property of villa in order for additional guests to stay. Please understand that this is not owner’s decision but a matter of law and will not be tolerated.
 
10.) Can friends come and visit us during our stay in the villa?
  • During your stay in the villa it is not allowed to have more guests than registered to the tourist office upon your arrival. Possible visits by friends for a lunch have to be discussed with the owner on arrival, as the owner makes decisions on this subject.

11.) In which currency can I pay in Croatia?
  • The official currency in Croatia is Croatian kuna (HRK) and this is the official currency accepted in Croatia. It is though possible to pay the rest payment in EUR to the villa owner.
Desktop version