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FAQ

BOOKING

1.) How to search for all available villas on My Istria’s webpage for a specific period?
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 “When/Any dates” in the middle of the page. Select your preferred arrival and departure date. Please note that most of the villas in our offer can be booked only Saturday to Saturday (7 nights). Once you selected the preferred period, click on “Find”. On the next page you will get a list of available villas. You can change your preferences in search by clicking on “Filters” or by adding the number of bedrooms. You can also optimize your search by clicking on “Filters” (for e.g. “maximum number of persons”, “near the sea”, “pet friendly”, …) or choosing a price range per week. Submit your preferences. 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, do not hesitate to 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). If you are searching for a specific villa by name, you can enter the name in the “Where?” section: “Any location/villa”. 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, do not hesitate to contact us, My Istria.


3.) How to search for a villa in a specific region or town by location?
When on the homepage of My Istria, first choose your preferred language (click on one of the small flags in the upper right corner). If you are searching for a specific area, you can enter it (for e.g. Motovun, Opatija, …) in the “Where?” section: Any location/villa. You can also click on the “Menu” in the left corner and choose “All villas in Croatia”. Areas, regions and towns will be listed. Once you click on the preferred location, choose the preferred period.


4.) We really like this villa. Could you please hold the period for us until we buy the plane tickets and discuss it with friends traveling 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 does not have influence on the bookings. We hope that the villa will still be available when you all make the final decision.


5.) On the villa’s webpage it 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 rental permit issued by the government, which 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 higher 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 our villas, it is legally not allowed to accept a number of guests higher than the listed maximum (children included, regardless of their age).


6.) On the villa’s webpage it 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.


7.) How can I know if a villa allows pets?
If the villa is pet friendly, it will be indicated under “Suitability” that pets are welcome and under which conditions. If it is not indicated on the homepage of the villa that pets are considered, the villa is not pet friendly. Usually, this is explicitly indicated with the sentence “pets not allowed”.


8.) What is the maximum number of pets allowed in pet friendly villas?
Generally, 2 well behaved pets are the maximum number of pets allowed in almost all our pet-friendly villas. The owners retain the right to define what kind of pets they would accept. In some pet friendly villas only 1 pet is allowed, sometimes up to a certain weight or size.


9.) What is the minimum stay in the villas?
On the webpage of each villa underneath the booking calendar you can click on “Show all rates”. Here the minimum nights’ stay, periods and prices are listed. The minimum nights’ stay depends on the booking period.


10.) Is the booking calendar on My Istria’s website always updated?
Yes, the booking calendar on My Istria’s official webpage is always updated. The 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.


11.) What does the yellow colour in the booking calendar mean?
If the periods are marked yellow in the booking calendar on the homepage of a particular villa, this means that the specific period has a special offer and reduced price.


12.) How to book a specific villa?
Once you are on the homepage of a particular villa, scroll down to the booking calendar. All periods marked white are available, all periods marked red are already booked. By clicking on “Show all rates” you can check the prices for each rental period.
Click on the booking calendar on the preferred day of arrival and departure. Once you choose the day of the arrival, this will be automatically marked light green and you will be able to choose the length of your stay. Once you choose date of the departure, the selected period will be marked dark green. A black window will appear underneath the booking calendar. Click on “Book now” in the black window. This will lead you to the next page which is actually a booking link. The same one we can send to you with the non-binding offer.
Here you can check the following information one more time: arrival date, departure date, maximum number of guests, number of nights, and price. Enter the requested information. Make sure to leave a valid email address and a phone number with dialling code. Check that there is no blank space before the email address.
Please indicate the number of adults, children and infants (babies) separately. 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. You can also leave us a message. Do the whole booking procedure step by step (page by page) and do not skip the required information or go back and forth. 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.


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 directly on the villa´s homepage, without any previous offer or contact with My Istria. Once the booking is successfully done, the guest receives a booking confirmation to the email address indicated in the booking procedure.


14.) In the 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 non-binding 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, you will receive an email with the booking confirmation and all details regarding your booking. Check your spam/junk folder. Sometimes it can happen that your email account recognizes these as spam/junk emails.


15.) In the sent offer is stated that a deposit is required. What does this mean?
For the stay in the villas, either a non-refundable 30,00€ for damage insurance or a refundable damage security deposit upon arrival in cash are required. One of these options has to be chosen during the booking process. The amount of refundable damage security deposit 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 at departure in case no damage occurs.


16.) 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. Check your spam/junk folder. Sometimes it can happen that your email account recognizes these as spam/junk emails.
If you have chosen bank transfer as a payment method, the booking procedure is completed as soon as you click on the blue “confirm booking button”, which you will find at the bottom of the email with the booking confirmation, containing all information regarding your booking. As a confirmation, you will receive our bank transfer data to your email address. This means your booking procedure is successfully completed. Until this is not done, the period you wanted to book will be still available to other guests.


17.) 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 non-binding 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 a payment method, the booking procedure is completed as soon as you click on the blue “confirm booking button” at the bottom of the email with the booking confirmation, where all necessary data regarding your booking is listed. As a confirmation you will receive our bank transfer data to your email address. This means that your booking procedure is successfully completed.


18.) 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 to your email address. If you could not continue with the 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 or completed for security reasons.


19.) How and when is the rest payment due?
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 all these payment methods you will receive an email as a reminder for the remaining payment few days before due date. For payments by credit card and PayPal a link will be sent to you. By clicking on the link, you can choose if you would like to pay by credit card or PayPal. If you have chosen bank transfer as a payment method, you will receive an email with the bank transfer data a couple of days in advance. Some of the owners also accept cash on arrival as a payment method for the remaining payment. The rest payment in cash on arrival has to be made when receiving the key.


20.) How and when is the rest payment due if there was a last minute booking?
All bookings that were made 30 days and less before the beginning of the rental period are considered last-minute bookings. Right after the booking, once the down payment (30%) is made, you will receive an additional email with a link for rest payment for payments by credit cards and PayPal, which will be due immediately. By clicking on the link, you can choose if you would like to pay by credit card or PayPal. If you have chosen bank transfer as a payment method, you will receive an email with data for the bank transfer. For last-minute bookings via bank transfer, the total amount (100%) is due immediately. Bank transfer as a payment method is only offered up to 15 days before arrival.
Some of the owners also accept cash on arrival as a payment method for the remaining payment. The rest payment in cash on arrival has to be made when receiving the key.


21.) Can the date for the rest payment be changed or postponed?
Unfortunately, no. Since we have contractual obligations to the owner, the due for payments must be respected.


22.) 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.


23.) Since I made the down payment, I changed the credit card. Am I supposed to let you know new credit card number?
No, you don’t have to let us know the new credit card number. The remaining payment is carried out by the link which we send per email as a reminder for the remaining payment and guests enter the preferred credit card number by themselves.


24.) 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.


25.) 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.


26.) 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 to the owners at reservation time, the tax is paid and the money is paid to the owner, so unfortunately a change of the villa is not possible.


27.) 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.


28.) 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. If you would like to buy a non-refundable damage policy of 30,00€ instead of leaving a refundable damage deposit in cash upon your arrival, please contact My Istria per email up to few days before arrival and we will change it in your reservation. However, please note that it takes some time until the policy is created. Depending on your preferred payment method (credit cards, PayPal, bank transfer), you will receive an email from My Istria with the bank transfer data, 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 4 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 4 p.m. There is a cleaning and gardening service scheduled for the morning before the arrival of new guests so you cannot check in before 4 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 a cleaning and gardening service scheduled between 10 a.m. and 4 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 4 p.m., can I leave the luggage at the property before check-in?
Unfortunately, no. Between 10 a.m. and 4 p.m. cleaning and gardening service is scheduled, so unfortunately you cannot leave your luggage in the villa before 4 p.m. Neither the owner nor My Istria, the agency, can take responsibility for it.


4.) Can I get the contact of the villa host / owner?
Approximately 30 days before arrival you will receive an email “Arrival information” from My Istria with contact details of your villa host.


5.) 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 later than planned, 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.


6.) 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 (children included). 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 villa rental price. Furthermore, one of those documents (passport or ID) is required when crossing the border. Although Croatia is a member of the EU, it is not part of the Schengen Zone.


7.) I chose to pay 70% in cash upon arrival to the villa. Do you accept credit cards at the villa?
Unfortunately, no. Upon your arrival to the villa, you will be welcomed by the private villa owner and they do not have the possibility to charge credit cards at the spot. So unfortunately, upon arrival only payments in cash are accepted.


8.) 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.


9.) I checked the villa’s coordinates, but on this spot no villa is shown, only a 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.


10.) I’m traveling with a baby and I will need a baby cot and a high chair. Can this be put at disposal?
In most of the villas in our offer one baby cot and one high chair can be put at disposal on request. We kindly ask you to let us know this in advance so that we take note in your reservation.


11.) 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 there. Please understand that this is not the owner’s decision but a matter of law and will not be tolerated.


12.) 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 or similar have to be discussed with the owner on arrival, as the owner makes decisions on this subject.


13.) 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 possible though to pay the rest payment in EUR to the villa owner or leave the refundable damage deposit in cash.


14.) I’m at the villa and I’m not sure how to use one of the devices. What can I do?
During your stay your contact is the villa host. Since the villa hosts know their house the best, they can help you directly. Therefore, contact your villa host in a case like this. Your host’s number can be found in the “arrival information” email.
+385 1 222 70 50