FAQ

Here you will find some of the frequently asked questions/answers which will help you use these web pages.

• What is croservice group?

It is an internet service within which Croatian travel agencies and foreign partners interact through a common base so that they would operate on the market under a common name (KVARNER EXPRESS-croservice group, in further text croservice group). Specialised for rent accommodation in Croatia.

• Why was croservice group created?
  

Croservice group was created so that the customers would be provided with quality and quick service.

• What are the basic characteristics of  croservice group?

Croservice group is one group, consists of several agencies, features a wide offer, unique prices, price transparency, no reservation costs, quick and quality service, online booking.

• What are the advantages of booking online via our web portal?

The advantage is online booking. It is not necessary to go to the agency and you can make a reservation from your home in several steps. See how to book–help.

• How to make a booking?

See how to make a reservation – help.

• Payment method and dynamics?

The method and dynamics of reservation payment will be indicated in the reservation offer-confirmation. It is more closely explained in the general business terms and conditions for each individual accommodation.

1. Payment from Croatia to the company's giro account
  If you pay from Croatia, please send your payment to the agency’s giro account using a money order.

2.Payment from abroad via bank transfer
In case the payment is made from abroad, pay the deposit in Euro. This method of payment refers exclusively to foreign clients. If you decide to pay by bank transfer, please transfer the booking amount to our foreign account, (NETTO amount).

• How do I make a reservation payment?

The instructions for reservation payment will be indicated in the reservation offer-confirmation.

•  Why is it possible that the bank costs are high?

One of the reasons is that the payer’s bank (your bank) does not have a contract with the receiver’s bank  (our bank), so the payment is made through a third bank. Since every bank gets provision, it is possible that the bank costs are higher than expected.

List of banks with no additional transaction costs for payments

• What if I do not make a reservation payment on time?

In case you did not pay the deposit for the accommodation on time, it is necessary to notify the agency – service provider via e-mail. Otherwise, the status of reservation confirmation is automatically changed to cancellation status. However, in case the preferred accommodation is still available, it is possible to change the cancellation status into the reservation status.

• How to get help?

You can search for help via e-mail – customer centre.

•  What is customer centre?

At the customer centre, you can see your reservation status any time, user name: e-mail and password: request password.

• What is included in the basic accommodation rental price?

The following is included in the basic accommodation price: electricity and water costs, cooking utensils, cutlery, linen, towels depending on the facility category and type of accommodation. In most facilities, the sojourn tax and final cleaning are included in the rental price. Otherwise, they are specified as additional services which are extra charged.

• What is the additional service which is included in the price?

This category includes additional services-equipment such as (air-condition, heating, washing mashine, dishwasher, safe), which are included in the basic accommodation price.

• What is the additional service which is extra charged?

This category includes additional services-equipment such as (air-condition, heating, washing mashine, dishwasher, breakfast, garage, safe), which are not included in the basic accommodation price, but are extra charged and paid for on the spot, in case they are used.

• What are additional options?

The additional options are options such as (half board, full board, baby cot) which you can select upon making a reservation. They are not included in the basic accommodation price.

• Is there a specific time of arrival and departure from accommodation?

The accommodation service can usually be used after 2 p.m. on the day of arrival. In case it may be used earlier, the guest will be notified by the service provider-agency. The guest is required to depart from the accommodation by 10 a.m. on the day of departure, unless differently arranged with the agency-service provider. The time of arrival and departure from the accommodation will be indicated in the offer, reservation confirmation and voucher, and may vary between accommodations.

•  What happens if I don’t register all the guests?

If on the day of arrival, i.e. day of service provision more guests arrive than it is indicated in the travel document – voucher, the service provider has the right not to provide the unannounced guests with accommodation. Also, he can change the service (accommodation facility – accommodation unit) if at the given moment is not able to accommodate the unannounced guests or accept all the guests at extra charge according to the current price list.

• Why is it possible to search for a certain accommodation at certain moments on our web pages, but you are getting from us an alternative offer or negative response?

This can happen with accommodation categories of private innkeepers due to updating. Since the occupancy status can change from moment to moment, it is possible that the innkeeper does not update it on time.

•  What is an offer?

The offer is a non-binding document received by the guest when he fills in the booking form. Based on your search for a certain accommodation, you will receive an offer notification by e-mail as soon as possible (24-48 hours). You can see the offer at our customer centre, user name: e-mail and password: request password. After you confirm the offer, you will receive a written reservation confirmation on the grounds of which you will make a deposit payment and secure your accommodation.

• What is reservation confirmation?

By confirming the offer, you will receive a written reservation confirmation on the grounds of which you will pay the deposit and secure your accommodation.

• What is a voucher – confirmation of the paid deposit?

A voucher, i.e. confirmation of paid deposit is a guarantee that you have booked a service from our offer. That document lists all the relevant data related to the reservation such as: guest data, contact details and the address of registration on the day of arrival, specification of the reserved service, price specification, etc.

• Who do I contact in case of emergency after the arrival at the accommodation?

If any problems occur, the guest should report to the agency or different service providers by which he registered on the day of arrival.

• How will I find the booked facility?

The address and registration contact details are listed in the voucher, depending on the category and type of accommodation.

We are at your entire disposition.
We wish you a pleasant stay in beautiful Croatia.

Address us with trust!
Kvarner Express-CroService group