GENERAL BOOKING AND ACCOMMODATION TERMS AND CONDITIONS
Lovely Istria d.o.o.
Tourist Agency
Bunarska cesta 102, 52100 Pula, Croatia
OIB: 01645881428
E-mail: info@lovelyistria.com
Web: www.lovelyistria.com
Version: 15.9.2026.
1. GENERAL PROVISIONS
1.1. These General Terms and Conditions regulate the booking and use of accommodation properties offered through the tourist agency Lovely Istria d.o.o. (hereinafter: “Lovely Istria” or “the Agency”).
1.2. Lovely Istria primarily acts as a tourist agency and intermediary between the guest and the owner or accommodation provider (hereinafter: “the Owner”), unless expressly stated otherwise in the individual offer or booking confirmation.
1.3. Lovely Istria is not the owner of the accommodation property and, unless expressly agreed otherwise, does not perform the day-to-day technical management, maintenance, cleaning, repairs, gardening, pool maintenance or other property management services.
1.4. By making a booking, the guest confirms that they have read, understood and accepted these General Terms and Conditions, as well as any special conditions stated in the offer, booking confirmation, voucher or listing of the specific property.
1.5. If the booking is made through a third-party platform such as Airbnb, Booking.com, Vrbo, HomeToGo or another booking platform, the rules of that platform shall apply to matters expressly governed by that platform, particularly payment, cancellation and refunds. These General Terms and Conditions shall additionally apply to the use of the property, guest conduct, reporting of issues, liability and other matters not otherwise governed by mandatory platform rules.
2. BOOKING
2.1. The person making the booking must be at least 18 years of age and must be authorised to accept these terms on behalf of all persons included in the booking.
2.2. A booking becomes confirmed once Lovely Istria issues a written booking confirmation and the payment specified in the offer or booking confirmation has been made.
2.3. The guest is required to check the booking confirmation immediately, particularly the property, dates, number of guests, price and any additional services, and to report any error without delay.
2.4. Special requests are binding on Lovely Istria or the Owner only if they have been expressly confirmed in writing.
3. PRICE AND PAYMENT
3.1. Unless otherwise stated in the offer, booking confirmation or rules of the booking platform, a 30% deposit of the total price is required to confirm the booking.
3.2. The remaining 70% must be paid no later than 30 days before arrival, unless otherwise expressly agreed in the booking confirmation, for example where the balance is payable on the day of arrival.
3.3. If a booking is made less than 30 days before arrival, Lovely Istria may require payment of the full amount at the time of booking.
3.4. A booking is considered paid only once the payment has been received and recorded.
3.5. The price displayed on the website for the selected accommodation and dates represents the total booking price and already includes the Lovely Istria Booking Fee. The Booking Fee forms part of the total displayed price and is not charged to the guest subsequently as an additional cost.
3.6. The total displayed price includes all mandatory costs related to the booking that are known at the time of booking. No additional mandatory charges will be added afterwards, except for services or fees that were clearly and expressly stated before booking as additional or payable separately, including any amounts payable in cash on site.
3.7. Lovely Istria bears the costs of standard bank transfers, currency conversion, card services and other regular payment methods, unless a different arrangement for a specific payment method has been expressly and clearly stated in advance in the offer or booking confirmation.
3.8. Additional services, such as pool heating, pets, additional cleaning, late arrival or other specifically agreed services, shall be charged according to the conditions of the individual property.
4. CANCELLATION BY THE GUEST
4.1. Unless otherwise stated in the booking confirmation or rules of the booking platform, the following cancellation policy applies:
the 30% deposit is non-refundable
if 30 days or less remain before the arrival date, the full booking price is non-refundable
4.2. Cancellation must be submitted in writing.
4.3. For accommodation booked for a specific date or period, the general 14-day right of withdrawal applicable to distance contracts does not apply where the law provides an exception for accommodation services booked for a specific date or period.
4.4. Guests are advised to take out appropriate travel insurance covering cancellation risks.
5. CHANGES TO THE BOOKING
5.1. Lovely Istria will make reasonable efforts to accommodate a guest’s request to change a booking but cannot guarantee that such a change will be possible.
5.2. Any change is subject to property availability, the Owner’s approval and any applicable price difference.
5.3. A substantial change of dates may, depending on the circumstances, be treated as cancellation of the existing booking and the creation of a new booking.
6. CANCELLATION OR SIGNIFICANT CHANGE BY THE OWNER
6.1. If the Owner is unable to provide the booked property due to exceptional circumstances, Lovely Istria will inform the guest without undue delay.
6.2. Where possible, Lovely Istria will attempt to offer suitable alternative accommodation.
6.3. If suitable alternative accommodation is unavailable or reasonably unacceptable to the guest, the amount paid for the unused service shall be refunded in accordance with applicable law and the rules of the booking platform through which the reservation was made.
7. PROPERTY DESCRIPTION, PHOTOGRAPHS AND INFORMATION
7.1. Lovely Istria makes reasonable professional efforts to ensure that property information is accurate and up to date.
7.2. Property information is based primarily on information provided by the Owner and on the condition of the property known to Lovely Istria at the time of inspection, photography or publication.
7.3. The Owner is required to inform Lovely Istria of significant changes to the property and its facilities.
7.4. Lovely Istria shall not be responsible for changes, defects or circumstances that were not reported by the Owner and of which Lovely Istria did not know and could not reasonably have known.
7.5. Photographs are intended to provide a faithful representation of the property at the time they were taken. Furniture, decoration, plants, equipment and other minor elements may change over time without materially changing the essential characteristics of the accommodation.
7.6. Distances to the sea, beaches, shops, restaurants, towns and other locations are approximate and may depend on the route used and means of transport.
7.7. Views, vegetation, neighbouring buildings and the appearance of the surrounding area may change due to circumstances beyond the control of Lovely Istria and the Owner.
8. INTERNET AND WI-FI
8.1. If internet or Wi-Fi is listed among the property facilities, this means that the property has access to an internet connection.
8.2. Unless a specific speed has been expressly stated and guaranteed in the booking confirmation, advertising internet or Wi-Fi does not constitute a guarantee of:
a specific download or upload speed
a specific latency
uninterrupted availability
equal signal strength in all indoor and outdoor areas
suitability for professional remote working
video conferencing
high-resolution streaming
online gaming
VPN connections
simultaneous use of a large number of devices
8.3. Internet speed and stability may depend on the telecommunications provider, infrastructure, location, weather conditions, network load, technical issues and other circumstances beyond the direct control of Lovely Istria and the Owner.
8.4. Lovely Istria cannot guarantee that the internet connection will meet the guest’s particular business, professional or technical requirements unless such requirements were communicated and expressly confirmed prior to booking.
8.5. If internet access is particularly important for the guest’s work, the guest should request information about the specific connection before booking and independently assess whether it meets their needs.
8.6. A temporary interruption, slowdown or failure of the internet caused by the telecommunications provider or circumstances outside the reasonable control of the Owner or Lovely Istria does not automatically entitle the guest to a full or partial refund.
9. ELECTRICITY, WATER AND UTILITIES
9.1. Lovely Istria and the Owner cannot guarantee uninterrupted supply of electricity, water, gas, internet or other public utilities where an interruption is caused by an external provider or circumstances outside their reasonable control.
9.2. Temporary reductions in water pressure, power outages, infrastructure works or other local service disruptions may occur.
9.3. In the event of a reported issue, the Owner shall, within reasonable possibilities, take appropriate steps to investigate and resolve the problem.
10. HOUSEHOLD APPLIANCES AND TECHNICAL EQUIPMENT
10.1. Household appliances, air-conditioning units, televisions, washing machines, refrigerators, coffee machines, kitchen equipment and other technical equipment may occasionally malfunction as a result of normal use.
10.2. The occurrence of a malfunction during the stay does not in itself mean that the property was defective upon the guest’s arrival or that Lovely Istria had prior knowledge of the issue.
10.3. The guest must report any malfunction without undue delay and allow the Owner or an authorised technician reasonable access for inspection and repair.
10.4. The Owner shall endeavour to resolve the issue within a reasonable period, taking into account the nature of the problem, technician availability, spare parts, weekends, public holidays and local circumstances.
10.5. Lovely Istria and the Owner cannot guarantee immediate technician attendance or immediate availability of spare parts.
10.6. Where possible, a faulty appliance may be replaced with another appliance of the same or similar function, which does not have to be of the same brand, model, size or appearance.
10.7. A minor or temporary malfunction that does not prevent the basic use of the property and is resolved within a reasonable time does not automatically entitle the guest to a refund or price reduction.
11. SWIMMING POOLS
11.1. Swimming pools are seasonal facilities unless expressly stated otherwise.
11.2. The water temperature of an unheated pool depends on weather conditions and cannot be guaranteed.
11.3. If pool heating has been additionally booked, this means that the available pool heating system will be activated and used.
11.4. If no specific temperature has been expressly guaranteed in the booking confirmation, pool heating does not constitute a guarantee that the water will reach a specific temperature.
11.5. The ability to heat the pool depends on the outside temperature, weather conditions, pool size, technical capabilities of the system and correct use of a thermal cover, where available.
11.6. Guests must follow the instructions regarding pool use and use of the thermal cover.
11.7. The Owner or authorised pool service may access the outdoor area during the guest’s stay for routine cleaning, water-quality checks, chemical treatment or technical maintenance.
11.8. Such routine maintenance does not constitute a defect in the accommodation service.
12. JACUZZI, WHIRLPOOL, SAUNA AND WELLNESS EQUIPMENT
12.1. Jacuzzis, whirlpools, saunas and similar equipment require regular maintenance and hygiene treatment.
12.2. Water may be replaced, treated or the facility may temporarily be taken out of service when required for hygiene, safety or technical maintenance.
12.3. Following a water change, a jacuzzi or whirlpool may require a certain amount of time to reach its operating temperature.
12.4. Guests must follow all hygiene and safety instructions.
13. AIR CONDITIONING AND HEATING
13.1. Air-conditioning units and heating systems must be used reasonably and in accordance with instructions.
13.2. Doors and windows should remain closed while air conditioning or heating is operating.
13.3. Improper use resulting in damage or excessive consumption may be charged to the guest where it can be demonstrated that the damage resulted from the guest’s actions.
14. RURAL ENVIRONMENT, ANIMALS AND INSECTS
14.1. Many properties are located in rural, semi-rural, Mediterranean or natural surroundings.
14.2. In such environments, mosquitoes, wasps, bees, ants, flies, spiders, lizards, scorpions, rodents, birds and other animals commonly found in the local environment may occur.
14.3. The presence of such animals or insects does not automatically constitute a defect in the accommodation.
14.4. If there is an unusual nest or another issue that can reasonably be removed, the guest must report it immediately so that the Owner can organise an appropriate intervention.
14.5. Lovely Istria and the Owner cannot guarantee the complete absence of insects and animals from the outdoor areas of the property.
15. NOISE, NEIGHBOURS AND SURROUNDINGS
15.1. Lovely Istria and the Owner are not responsible for occasional noise originating outside the boundaries of the property and beyond their control, including:
traffic
neighbours
dogs and other animals
agricultural work
church bells
events
restaurants and other hospitality venues
construction or road works
municipal works
15.2. If Lovely Istria is aware before the booking of a significant and long-term circumstance materially affecting the property, it shall endeavour to inform the guest.
15.3. Lovely Istria cannot be held responsible for works or activities of third parties that begin without prior notice or after the booking has been confirmed.
16. WEATHER CONDITIONS
16.1. Neither Lovely Istria nor the Owner guarantees particular weather conditions or specific air or sea temperatures.
16.2. Cold weather, heat, rain, wind, storms or other weather conditions do not in themselves constitute grounds for a refund.
16.3. Certain outdoor facilities may temporarily be unavailable due to extreme weather conditions for safety reasons.
17. PROPERTY MAINTENANCE DURING THE STAY
17.1. Routine maintenance of pools, gardens, lawns, irrigation systems, technical equipment and other systems may be carried out during the guest’s stay.
17.2. The Owner, the Owner’s representative or an authorised technician shall be allowed reasonable access to the property where necessary for urgent or necessary repairs, safety inspections or maintenance.
17.3. Where circumstances permit, the guest will be informed in advance.
17.4. In urgent situations, including water leaks, fire, installation faults, safety risks or other circumstances where delay could cause damage, access may be made without the guest’s prior consent.
17.5. The guest is not required to personally wait for a technician if safe access to the property can be arranged in another agreed manner.
18. ARRIVAL AND DEPARTURE
18.1. Unless otherwise stated:
check-in is from 16:00
check-out is no later than 10:00
18.2. Early check-in is not guaranteed, even if the guest arrives at the destination earlier.
18.3. If the property is ready before the official check-in time, the guest may be informed that earlier access is possible.
18.4. Late check-out is permitted only with prior written approval.
18.5. The guest must inform the Owner or contact person in good time in the event of a substantially late arrival.
19. SELF CHECK-IN AND KEYS
19.1. Certain properties may offer self check-in using a key box, smart lock or another access system.
19.2. The guest is responsible for safeguarding keys, cards, codes and other means of access.
19.3. Access codes must not be provided to persons who are not registered guests.
19.4. Loss of a key or the need for an emergency lock replacement may be charged according to the actual cost incurred.
20. NUMBER AND REGISTRATION OF GUESTS
20.1. Only persons listed in the booking and properly registered may stay at the property, unless otherwise approved in advance by the Owner.
20.2. The maximum permitted number of guests must not be exceeded. Babies are not included in the maximum occupancy, unless expressly stated otherwise for a specific property.
20.3. The guest is required to provide all information necessary for the statutory registration of guests in a timely manner.
20.4. Unregistered persons, additional guests and unauthorised visitors may constitute a breach of the booking conditions.
20.5. If the number of guests exceeds the permitted capacity of the property or the guest has intentionally provided incorrect information, the Owner may refuse accommodation to additional persons or, in serious cases, terminate the stay in accordance with applicable law.
21. YOUTH GROUPS
21.1. Certain properties do not accept youth groups or may have a specific minimum age requirement for the lead guest.
21.2. Guests must provide accurate information regarding the composition of the group before booking.
21.3. If a booking was made by concealing the actual age or composition of the group, the Owner may refuse accommodation if the booking breaches clearly published property rules.
21.4. Certain groups may be subject to a higher security deposit if stated in advance.
22. PETS
22.1. Pets are permitted only in properties where this is expressly stated and must be declared in advance.
22.2. The number, type and size of pets may be subject to restrictions imposed by the Owner.
22.3. A pet fee shall be charged where stated in the offer.
22.4. The guest is responsible for all damage and additional cleaning caused by the pet.
22.5. Pets are not permitted in swimming pools, jacuzzis or other water facilities, unless expressly permitted otherwise by the Owner.
22.6. Guests must ensure that their pets do not disturb neighbours or other persons.
23. SMOKING, PARTIES AND EVENTS
23.1. Smoking inside the property is not permitted unless expressly stated otherwise.
23.2. Parties, weddings, celebrations, events, larger gatherings and commercial filming are permitted only with prior written approval.
23.3. Guests must comply with local rules relating to noise and public order.
24. USE OF THE PROPERTY
24.1. The guest must use the property, furniture and equipment with reasonable care.
24.2. Moving heavy furniture, dismantling equipment, interfering with installations or carrying out repairs independently is prohibited without the Owner’s approval.
24.3. Charging electric vehicles from ordinary household sockets is prohibited without the Owner’s express approval.
24.4. Barbecues, open flames and fireplaces may only be used in accordance with instructions and local fire-safety regulations.
25. CHILDREN AND SAFETY
25.1. Parents and other responsible adults are fully responsible for supervising children during the stay.
25.2. Particular care must be taken around swimming pools, jacuzzis, stairs, balconies, windows, playgrounds, saunas, fireplaces and other facilities that may present normal risks.
25.3. Guests should review the photographs and property description before booking in order to independently assess whether the property is suitable for the needs of their family.
26. PARKING AND PROPERTY ACCESS
26.1. Parking is provided only where it is listed as a property facility.
26.2. Lovely Istria is not responsible for vehicles parked on public areas.
26.3. Guests travelling with very low, sports, oversized or otherwise specific vehicles are required to check before booking whether access to the property is suitable for their vehicle.
27. CLEANING AND WASTE
27.1. Accommodation in a private holiday home is not a hotel service and does not include daily cleaning, towel replacement or linen replacement unless expressly stated otherwise.
27.2. Guests must maintain a basic level of cleanliness during their stay and dispose of waste according to the local instructions provided.
27.3. Final cleaning does not include removal of excessive mess, large amounts of waste, unusual stains or consequences of use exceeding normal use.
27.4. Additional cleaning required due to an unusually untidy condition of the property may be charged according to the actual cost.
28. SECURITY DEPOSIT
28.1. The Owner may require a security deposit.
28.2. The exact amount and method of payment shall be stated in the offer, booking confirmation or voucher.
28.3. The security deposit may be collected in cash, by card, pre-authorisation or through an external service provider if stated in advance.
28.4. The security deposit serves as security for proven damage, loss of items, lost keys, additional cleaning or other proven claims resulting from the guest’s actions.
28.5. The existence of a security deposit does not limit the guest’s liability for damage exceeding the amount of the deposit.
29. DAMAGE
29.1. The guest must immediately report any damage caused by the guest or any member of their group.
29.2. The guest is responsible for proven damage caused by their fault or by persons for whom they are responsible.
29.3. Normal wear and tear of the property and equipment shall not be considered damage.
30. VALUABLE ITEMS
30.1. Guests are responsible for money, documents, jewellery, electronic equipment and other valuables left at the property, except where loss or damage results from circumstances for which the Owner or Lovely Istria is liable under mandatory law.
30.2. Guests are advised to lock doors and windows when leaving the property and to use a safe where available.
31. REPORTING ISSUES DURING THE STAY
31.1. Guests must report any significant issue without undue delay to the Owner, local contact person or Lovely Istria.
31.2. The purpose of timely reporting is to allow the issue to be inspected and, where possible, resolved during the stay.
31.3. Guests must allow reasonable access to the property for inspection and resolution of a reported issue.
31.4. If a guest refuses access to a technician, the Owner or an authorised person and thereby prevents the problem from being resolved, this circumstance shall be taken into account when considering any subsequent claim.
31.5. Lovely Istria cannot guarantee that every issue can be resolved immediately.
31.6. The time required for repair depends on the nature of the problem, technician availability, spare parts, weekends, public holidays and other objective circumstances.
32. COMPLAINTS
32.1. If an issue cannot be fully resolved during the stay, the guest may submit a written complaint to Lovely Istria at:
or by post to:
Lovely Istria d.o.o.
Bunarska cesta 102
52100 Pula
Croatia
32.2. In order to establish the facts efficiently, a complaint should contain:
guest’s full name
booking number
property name
dates of stay
clear description of the issue
date and time when the issue was first reported
photographs, videos or other relevant evidence where available
description of any interventions carried out
the guest’s specific request
32.3. Lovely Istria will respond to a written complaint within the statutory time limit.
32.4. Guests are advised to submit any complaint without undue delay after the issue arises or following the end of the stay so that the facts can be reliably verified.
32.5. This provision does not restrict any rights the guest may have under mandatory law.
33. COMPENSATION AND PRICE REDUCTION
33.1. The fact that a malfunction, inconvenience or temporary unavailability of a particular facility occurs during the stay does not automatically entitle the guest to a refund or price reduction.
33.2. Each request shall be assessed individually, taking into account:
the nature of the issue
its actual severity
its duration
its impact on the use of the accommodation
the possibility and speed of remedy
whether the guest allowed the problem to be remedied
the cause of the issue
applicable law
33.3. The guest may not independently deduct any amount from an outstanding balance without a written agreement or another valid legal basis.
34. LIABILITY OF LOVELY ISTRIA
34.1. Lovely Istria is responsible for its own obligations as a tourist agency and intermediary within the limits established by applicable law.
34.2. Lovely Istria does not assume the Owner’s responsibility for the day-to-day maintenance of the property, equipment failures or the condition of equipment where Lovely Istria did not know and, exercising reasonable professional care, could not have known about such an issue.
34.3. Lovely Istria shall not be responsible for incorrect or incomplete information supplied by the Owner where Lovely Istria did not know and could not reasonably have known that such information was incorrect.
34.4. Once Lovely Istria receives a guest’s report concerning an issue at the property, it shall forward the report to the Owner or responsible person and, within the scope of its role, assist with communication and coordination of the resolution.
34.5. Lovely Istria is not an emergency technical service and cannot guarantee the arrival time of the Owner, technician or any third party.
34.6. Nothing in these Terms and Conditions excludes or limits the liability of Lovely Istria in circumstances where such exclusion or limitation is prohibited by mandatory law.
35. LIABILITY OF THE OWNER
35.1. The Owner is responsible for the maintenance of the property and equipment and for the lawful provision of accommodation within the scope arising from the Owner’s relationship with the guest and applicable regulations.
35.2. The Owner is required to notify Lovely Istria without delay of significant changes to the property, known serious defects and deficiencies that may affect guests or the accuracy of the listing.
35.3. Lovely Istria is entitled to rely on information provided by the Owner unless it becomes aware or could reasonably determine that such information is incorrect.
36. THIRD-PARTY SERVICE PROVIDERS
36.1. Bicycle rental, car rental, boat rental, transfers, excursions, private chefs, massages, food delivery, deposit services and other additional services may be provided by independent third parties.
36.2. Where Lovely Istria merely connects the guest with such a service provider, responsibility for the provision of that service lies with the actual provider, unless otherwise required by mandatory law.
37. FORCE MAJEURE AND CIRCUMSTANCES BEYOND CONTROL
37.1. Neither Lovely Istria nor the Owner shall be liable for failure or delay caused by circumstances that could not reasonably have been foreseen, avoided or remedied, to the extent permitted by applicable law.
37.2. Such circumstances may include, among others:
natural disasters
fires
storms
floods
earthquakes
infrastructure outages
major electricity or telecommunications network failures
war or serious security events
decisions of state or local authorities
strikes
epidemics
road closures
other comparable extraordinary events
38. EARLY DEPARTURE BY THE GUEST
38.1. If the guest decides to leave the property before the end of the booked period, the guest must inform the Owner or Lovely Istria.
38.2. Leaving the property early without providing a reasonable opportunity to resolve a reported issue does not automatically entitle the guest to a refund for unused nights.
38.3. Any right to a refund shall be assessed based on the circumstances of the individual case and applicable law.
39. GUEST CONDUCT
39.1. The lead guest is responsible for the conduct of all members of their group.
39.2. Serious disturbance of public order, intentional damage to the property, violent or threatening behaviour, endangering the safety of others or repeated serious breaches of house rules may result in termination of the stay in accordance with applicable law.
40. PERSONAL DATA PROTECTION
40.1. Personal data is processed for the purposes of performing the booking, statutory guest registration, communication, payment and other lawful business purposes.
40.2. Details regarding the processing of personal data are governed by the separate Privacy Policy published on the Lovely Istria website.
41. GOVERNING LAW
41.1. These General Terms and Conditions and the booking are governed by the laws of the Republic of Croatia, without prejudice to mandatory consumer rights that cannot be excluded under applicable conflict-of-law rules.
41.2. Any dispute shall be subject to the jurisdiction determined by applicable rules on jurisdiction.
41.3. Before commencing court proceedings, Lovely Istria will endeavour to resolve any justified dispute amicably.
42. SEVERABILITY
42.1. If any provision of these General Terms and Conditions is found to be void, unenforceable or contrary to mandatory law, this shall not affect the validity of the remaining provisions.
42.2. The relevant provisions of applicable law shall apply in place of such provision.
43. AMENDMENTS TO THE TERMS AND CONDITIONS
43.1. The version of these General Terms and Conditions that was valid and available to the guest at the time the booking was confirmed shall apply to that booking.
43.2. Subsequent amendments shall not alter an existing booking to the guest’s detriment unless expressly agreed by the parties or required for compliance with mandatory law.
44. LANGUAGE VERSIONS
44.1. These General Terms and Conditions may be available in several languages.
44.2. All language versions are intended to have the same meaning. In the event of an unintended discrepancy in translation, the Croatian version shall serve as the reference version, to the extent permitted by applicable law.
45. FINAL PROVISION
By confirming the booking, the guest confirms that they had the opportunity to review these General Terms and Conditions before booking, that they have read and understood them and that they accept them, subject to all rights granted under mandatory laws of the Republic of Croatia and applicable consumer protection law.