Conditions d’annulation

Rent Zagreb allows the host to choose from one of three standardized conditions for cancellation (Flexible, Moderate and Strict). They will be strictly applied in order to protect both guests and hosts. Super Strict cancellation policy applies to particular circumstances, and to participation is only possible by invitation. Long-term cancellation policies apply to all bookings from 28 nights and more.
Each accommodation listing has clearly stated cancellation policy under tab CONDITIONS and in e-mail with subject “Booking Confirmation receipt”. Once we confirm your reservation you will receive “Booking Confirmation receipt” with details regarding cancellation policy.
Guests can cancel their reservation by sending e-mail message containing booking ID to Rent Zagreb , or simply replying to the e-mail with subject “Booking Confirmation receipt” and write brief explanation why you need to cancel and a note whether you have informed the host about cancellation (host contact information are part of the same e-mail). It is possible that the host will charge you for the amount stated by his cancellation policy.

Flexible: Full refund 1 day prior to arrival, except costs

Up to 1 day before arrival

For a full refund, cancellation must be made a full 24 hours prior to listing’s check in time (or 2:00 PM if not specified) on the day of check-in.

For example, if the arrival is on Tuesday, Guest must cancel the reservation no later than Monday before check-in time.

Within 24 hours prior to check-in

If the guest cancels in period of less than 24 hours before listing’s check-in, the first night in non-refundable.

During the stay

If the guest arrives and choose to check-out earlier, he is entitled to a 100% refund of unrealized services (nights of stay).

Unrealized services (nights of stay) start 24 hours after receiving the official cancellation request.

Moderate: Full refund 5 days prior to arrival, except for the costs

Up to 5 days before arrival

For a full refund, cancellation must be made a full 5 days prior to listing’s check-in time (or 2:00 PM if not specified) on the day of check-in.

For example, if the arrival is on Tuesday, Guest must cancel the reservation no later than previous Thursday before listing’s check-in time.

Within 5 days before arrival

If the guest cancels in period of less than 5 days before listing’s check-in time, the first night in non-refundable and for the other nights the client is entitled to a 50% refund.

During the stay

If the guest arrives and choose to check-out earlier, he is entitled to a 50% refund of unrealized services (nights of stay).

Unrealized services (nights of stay) start 24 hours after receiving the official cancellation request.

Strict: 50% refund 1 week prior to the arrival, except the costs

Up to 7 days prior to arrival

For a 50% refund cancellation must be made a full 7 days prior to listing’s check-in time (or 2:00 PM if not specified) on the day of check-in.

For example, if the arrival is on Tuesday, Guest must cancel the reservation no later than previous Tuesday before listing’s check-in time.

Within 7 days before arrival

If the guest makes the cancellation less than 7 days prior to the arrival, he is not entitled to a refund.

During the stay

If the guest arrive and choose to check-out earlier, there will be no refund for the unrealized services (nights of stay).

Super Strict: 50% refund 30 days prior to arrival, except the costs

Up to 30 days prior to arrival

For a 50% refund cancellation must be made full 30 days before the arrival and check-in time (or 2:00 PM if not specified).

Within 30 days prior to arrival

If the guest cancels in a period less than 30 days before the arrival and check-in time (or 2:00 PM if not specified)., the guest is not entitled to a refund.

During the stay

If the guest arrives and chooses to check-out earlier, there will be no refund for the unrealized services (nights of stay).

Long term: lease for the first month ahead, 30 days notice to terminate the lease, except the costs

Before arriving
If a guest decides to terminate an agreement on a long-term lease before the start date ***, he shall be obliged to pay the total amount for the first month’s to the lessor.
During the stay

If a guest decides to terminate the agreement of long-term lease during the stay, he must make a new reservation and agree to the new terms of booking that could be found on on-line booking portal of Rent Zagreb. Regardless of the amount and the date chosen, client is required to pay for a period of 30 nights after the cancellation, or until the final date of the original booking (if the number of nights remaining in the original booking is less than 30 days).

Exceptions

If the host chooses to cancel the reservation at any time, the amount paid by the client (including costs) will be reimbursed to the client in full. The host should be aware that the cancellation may cause a negative evaluation by the client, which will have an impact on the rating of the accommodation.

Unforeseen problems in the accommodation

Upon arrival, the guest cannot or does not want to stay in accommodation due to the following:

  • Accommodation is not at the address or does not exist.
  • Guest cannot enter the accommodation because they cannot obtain a key, card or code to enter the premises
  • The guest considers that the accommodation is significantly different than described or shown in the listing photographs.

In these and similar cases in which the service that the host provides to the guest proves to be incomplete or unsatisfactory, Rent Zagreb – Donos d.o.o. recommends and provides dialog and a peaceful solution between the host and the guest in an attempt to resolve the dispute. If necessary, Rent Zagreb – Donos d.o.o. reserves the right to intervene and draw the final decision, but provided that the complaint has been received from one or the other party within 24 hours after the guests checked-in (or 2:00 PM if not specified).

Please note that refund made to guest and host do not include the costs of Rent Zagreb – Donos d.o.o., or charges made with cancellation.

  • If a guest hasn’t checked in, the amount of additional services, such as cleaning and parking will always be refunded.
  • Fee for service of Rent Zagreb is not refundable.
  • If there are complaints from either party, the notice must be submitted to Rent Zagreb within 24 hours after check-in time.
  • Rent Zagreb will intervene if necessary, and has the final say in any dispute.
  • Reservation is officially canceled once the Rent Zagreb administrator sends to the guest e-mail with a cancellation notice.
  • Cancellation policies may be suspended if it is specified so in the “Terms of refunds to the Clients”, if there is a security cancellation involved or in the event of force majeure. Please look at these exceptions.
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