1.1. These General Terms of Rental (“Terms”) constitute a legally binding document between the guest (“Guest”) and Istra Nest tourist agency (“Agency”), acting as an intermediary between the Guest and the accommodation owner (“Owner”).
1.2. The Terms apply to all reservations made through the Agency, whether via website, telephone or third-party platforms (VRBO, Airbnb, Booking.com, etc.).
1.3. By confirming the reservation and paying the advance deposit, the Guest accepts these Terms in full.
2.1. A reservation becomes valid upon payment of a 30% advance.
2.2. For reservations made 30 days or fewer before arrival, the full amount must be paid immediately.
2.3. After receiving the payment, the Guest receives a written booking confirmation (“Voucher”).
2.4. The Guest must check all information in the confirmation and report any inaccuracies immediately.
2.5. The Agency reserves the right to decline a reservation in case of irregularities, unavailability or technical issues.
3.1. Prices are expressed in euros (EUR).
3.2. Prices include standard utilities, bed linen, towels, final cleaning and tourist tax, unless stated otherwise.
3.3. Additional services (extra cleaning, pets, pool heating, etc.) may be charged separately.
3.4. The Agency may use virtual cards, bank transfers or other accepted payment methods.
3.5. Istra Nest d.o.o. enables online payments via the Stripe system for credit and debit cards (Visa, Mastercard, American Express and other supported cards).
3.6. All online payments are processed through Stripe Payments Europe Ltd., a licensed electronic money institution complying with EU regulations and fully PCI-DSS certified.
3.7. Istra Nest d.o.o. has no access to credit card details and does not store them. All payment information is encrypted and processed exclusively by Stripe.
3.8. The Guest may be charged for:
• advance deposit
• full reservation amount
• additional services (cleaning, transfers, pets)
• damage deposit (charge or pre-authorization depending on the property)
3.9. In case of cancellation, refunds are processed exclusively via Stripe, in accordance with the cancellation policy in these Terms.
3.10. The Guest is responsible for providing accurate billing information. The Agency is not liable for declined transactions caused by the Guest’s bank.
4.1. 100% refund if cancellation occurs 30 or more days prior to arrival.
4.2. 50% refund if cancellation occurs 14 or more days prior to arrival.
4.3. No refund for cancellations made within 14 days before arrival.
4.4. Cancellations must be submitted in writing.
5.1. Check-in is from 14:00 (may vary depending on the unit).
5.2. Check-out is until 10:00.
5.3. At arrival, the Guest must provide a valid ID document for legal registration.
5.4. Early check-in or late check-out requires approval from the Agency or Owner.
6.1. The Guest must comply with the house rules of the accommodation unit.
6.2. Parties, gatherings or loud noise are prohibited.
6.3. Smoking inside the unit is not allowed.
6.4. The Guest must follow waste disposal and maintain cleanliness.
6.5. In case of violation of house rules, the Agency and Owner may terminate the stay without refund.
7.1. Pets are allowed only in units that explicitly permit them.
7.2. An additional fee may apply.
7.3. The Guest is responsible for hygiene, safety and any damages caused by the pet.
8.1. The Owner may require a damage deposit upon arrival.
8.2. The deposit is used to cover possible damage or rule violations.
8.3. If the damage exceeds the deposit amount, the Guest must pay the difference.
8.4. Intentional damage is considered a serious breach of contract.
9.1. The Guest uses all facilities (pool, terrace, children’s equipment, fitness, etc.) at their own risk.
9.2. The Agency is not liable for loss of personal belongings.
9.3. The Agency is not liable for service interruptions (electricity, water, internet) caused by third parties.
10.1. The Guest must report malfunctions or damages immediately.
10.2. The Owner and Agency will attempt to fix the issue within a reasonable time.
10.3. Damages caused by the Guest will be charged.
11.1. Complaints must be reported immediately upon occurrence.
11.2. If the issue cannot be resolved on site, a written complaint may be submitted within 8 days after departure.
11.3. Late or unjustified complaints will not be accepted.
12.1. The Agency processes personal data in accordance with GDPR.
12.2. Data is used solely for reservations, guest registration and legal obligations.
12.3. The Guest may request access, correction or deletion of data.
13.1. The Agency is not responsible for circumstances beyond its control (force majeure, natural disasters, war, strike).
13.2. In such cases, the Guest is not entitled to compensation.
The law of the Republic of Croatia applies.
The competent court is in Pula.