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FREQUENTLY ASKED QUESTIONS

 

Do you have questions?   We have answers!   Some of more commonly asked questions are below.  If you don't find what you're looking for or have more questions, please feel free to contact us.



QHow do I make a booking?
AUse our booking form to submit the request. Please include dates of your stay, number of guests as well as the desired property. We will inform you about the availably and conditions as soon as we receive your e-mail. Accordingly we will send you a booking confirmation with all the details, Terms and Conditions as well as payment information.
QHow can I locate the apartment?
AAfter the booking is confirmed we will email detailed arrival instructions that will help you find us easier on the arrival day.
QWhat is the payment schedule?
AWe require a 30% deposit to be paid after booking is confirmed based on the payment specification we provide. The final amount can be paid any time before arrival or on the arrival day via credit card, bank transfer, PayPal. We do accept cash payments on the arrival day but please consider avoiding it.
QWhat happens if I do not manage to pay the advance within the deadline?
AIf you miss the deadline for the advance payment you are obligated to inform the agency. If you do not contact us, we will consider reservation cancelled.
QWhich payment methods do you accept?
AYou can pay the deposit in our bank account or with credit card online payment as well as through PayPal. We will provide all the options once the booking is confirmed.
QWhat happens if I bring more people to the accommodation?
AIf more customers than are stated on the booking confirmation document arrive at the accommodation unit, we have the right to deny the extra customers accommodation or to accommodate all of the customers at extra charge. Therefore, it is crucial to register all the people. It is also necessary to mention all the children (even the babies) when requesting a booking.
QWhat is included in the price of the apartment?
APrice includes VAT as well as tourist tax, parking, usage of all appliances; satellite TV, AC, Wi-Fi, free usage of swimming pool (Villa Summer Dreams). It also includes weekly fresh linen, towels and weekly apartment cleaning for guests that stay more than one week.
QWhere are your properties located?
AFirst Class Croatia property locations are as following:
  • Murter Island - Harbor Terrace, Villa Summer Dreams, Villa Sailor's Delight
  • City of Sibenik - Casa Marina
  • Town of Volosko - Il Palazzo
  • City of Rijeka - Pied a Terre
  • City of Zagreb - Executive Suite
QWhen is the best time to make the booking?
AWe advise you to make the booking as soon as possible for the upcoming season, meaning anytime from October to March if your dates are not flexible or you plan to arrive in peak summer.
QIs there a certain time when I am supposed to arrive and leave the accommodation?
AArrival in the accommodation is after 4 p.m. and departure is before 10 a.m. If you need to come before or stay after that time please inform us earlier by e-mail. If we do not have any other guests arriving or coming we will be happy to give you that opportunity to come or to stay few hours earlier or later, of course without additional payment. If arrival/departure time is significantly different, fees may apply.
QWhy do I need to give passports to the accommodation owner?
AAccording to Croatian law all guests need to be register with the local Tourist board. That is the reason why renters need your travel documents. First Class Croatia will e-mail you the file where you can enter all your passport details any time before arrival therefore we will be able to register you without having to take your passports. All guests need to be registered, including all children. We make sure your passport details are taken care of with maximum privacy and safety.
QCan I change my reservation after the advance payment?
AShould changes occur after the advance payment you are obliged to inform us about the change. The following are examples of changes: changes to the number of guests, changes to arrival/departure dates. In every case the change has to be authorized by us
QAm I entitled to a refund in case I cancel the reservation?
AShould the customer wish to change or cancel a reservation, this must be done in written form (email, mail, or fax). In the event of a cancellation or failure to appear we retain the paid amount and refunds cannot be claimed. In a case of a serious illness or death of guest himself or close family member we make a full refund (except deposit payment) after receiving a doctor's document or death certificate. In case the guest finds replacement - another guest to stay for the same days, the deposit can be transferred on behalf of new guest's booking.
QWhat are guest's obligations?
AThe guest is required: to pay balance, to obey house rules in accommodation units and to have good relations with the host, to produce the confirmation of payment if needed and provide travel documents data. The guest is obligated to check whether a visa is necessary for Croatia or for neighboring countries on the way to Croatia. Should the guest not follow the above listed obligations, the guest is liable for caused damage and must cover the expenses for all damages caused directly to the host. If the guest does not obey house rules in accommodation unit (especially disturbing other guests or neighbors after 11 p.m.) the host has the right to stop the rent without obligation of any refund to the guest.
QWho do I turn to in case I need help or recommendation before or after coming to accommodation?
AOur customer service is at your disposal. Contact us without hesitation using our contact details that are listed on your booking confirmation document.
QCan I smoke in the apartment?
ANo, all our apartments are non-smoking.