Frequently asked questions (FAQ)

My reservation

Is the bed linen included in apartments and how often are the towels changed?

Bed linen is provided in the apartments. It is changed once a week; towels are replaced as required.

Are hotel towels included in the price?

In all our properties, towels in the rooms are included in the price.

What is the transfer charge?

For information on the transfer price, please send an inquiry to transfer@valamar.com as the price depends on the number of people and the distance of the property from the airport.

Can a mini-fridge be rented at the reception desk?

Some of our properties offer refrigerator rental at an extra cost or have a minibar that can be used for this purpose. For more information you can contact our Reservation Centre at reservations@valamar.com or check at the reception upon arrival.

Do you have security guarded parking lots?

All our parking areas are reserved exclusively for our guests and have video surveillance.

Is there a gluten-free food option?

Our properties offer a gluten-free diet option. Please write in a comment when making your booking that you need such a diet and mention this at check-in.

Is it possible to enter a room prior to check-in (14:00)?

Check-in is from 14:00, and check-out is until 10:00. In the event that you arrive at the hotel before 14:00, check at the reception whether your room is ready for you.

In case of a late arrival, can I check in after 20:00?

Check-in is also possible after 20:00. In all our hotels the reception is available 24/7 when the hotel is open. Please let us know your estimated time of arrival no later than 20:00 on the day of arrival.

Is it possible to extend my stay in the room on the day of departure after check-out time?

You can extend your stay in the room on the day of departure at the hotel reception. Extended stay is charged at 50% of the room rate.

Can you send me the rates for an entire month or season?

Our prices change depending on availability and demand. You can check our offer at www.valamar.com.

If I change the date of my stay, will this affect the price?

Prices depend on the date of stay and availability; therefore, there may be a change in price.

If I stay less time than planned, will I be charged for the entire stay that I booked or only for the time I actually spent at the property?

If you announce your earlier departure before arrival or during check-in, we will only charge for the nights you have stayed.

Is it possible to book a specific room or apartment type?

It is possible to book only the room or apartment type. You can indicate a specific request (location, floor) when booking in the comment section, which will be taken into account when your room is allocated, subject to availability.

Are extra beds/ child’s bed available?

An extra bed is available in the rooms where this is indicated in the description. A child’s bed costs an additional €5 per day. In our Valamar Collection hotels & resorts, this service is free of charge.

What is the charge for fitness/wellness services?

Wellness is charged extra at the Valamar Diamant and Koralj hotels. For hotel guests, the supplement for wellness is €10 per person per day. Use of the fitness studio is free of charge for guests in all hotels.

Is it possible to arrange a tour guide?

Of course, we can arrange to hire a tour guide. For enquiries and reservations please contact our Valamar Experience Concierge or check at https://www.valamar-experience.com/

Can I exchange my money at the property?

You can exchange money at reception desks where there is an exchange office.

Do you have travel insurance?

You can arrange travel insurance through our partner UNIQA or with your insurance company if it offers this service.

Pets

Are there any pet friendly hotels/ campsites in Valamar?

Yes, you can bring your pet with you in most of our hotels and campsites, in selected rooms/camping homes. You can find the full list of hotels/campsites which accept pets here: https://www.valamar.com/en/pet-friendly-holiday

Can I leave my pet in the accommodation unit?

If you are leaving your accommodation unit, please do not leave your pet unattended. If you must leave your pet for a short period of time, please place the pet sign on the outer door handle.

Can I go into restaurant with my pet?

Your pet, unless it is a guide dog, is not allowed in the restaurants, swimming pool area or the wellness and fitness area, only on outdoor terrace of the restaurant/pool area. Pets must be on a controllable leash at all times when outside the room.

Pools & Beaches

Are sun loungers and umbrellas at the pool included in the price?

Sun loungers and umbrellas by the pool are included in the price. However, sun loungers and umbrellas by the outdoor pool of the Corinthia Baška Sunny Hotel are available at an extra cost.

What is the extra charge for sun loungers and umbrellas?

In properties where there is a surcharge for sun loungers and umbrellas, the additional cost will be from 30 to 50 kuna (approx. 4-8 €).

What is the hotel’s beach like, and is the admission to beaches free?

You can find descriptions of the beaches alongside hotel descriptions on our website. Admission to all beaches is free.

Are your indoor pools available during the season as well?

All our indoor pools are available for use when the property is open.

Payment methods

Is it possible to pay for the stay with a bank card upon arrival at the property?

You can pay for your stay with a bank card at the property.

Is the rate the same for booking online as calling the Reservation Centre?

The price is the same for booking online on Valamar.com website and by calling the Valamar Reservation Centre, however, we invite you to make a reservation online, if possible, to avoid any possible delays in our response time during the high season.

Is my bank card information secure on your pages?

Your card is secure. A credit card is required only as a guarantee of your reservation. Secure transaction and protection of your privacy are our highest priority. Valamar uses technology and systems that meet the highest standards of safety and security.

Can I pay in euros by a credit card?

You can pay in euros and by credit cards. Croatian citizens can pay in kunas – cash or by cards.

What types of credit cards can be used for online payment?

Payment is possible with the following cards: VISA, MasterCard, Diners and AMEX.

Parking

Where is the location of parking for Isabella Valamar Collection Island Resort guests?

For guests of the Isabella Valamar Collection Island Resort, parking is provided in the Žatika parking area, with a free shuttle service to the resort and back. (Transport from the parking area to the boat is available daily in the pre-season from 07:00 to 22:00, and in the season from 07:00 to 23:00. The boat operates from 07:00 to midnight.) Detailed instructions can be found here: https://www.valamar.com/en/hotels-porec/valamar-isabella-island-resort/map-directions.

Where is the location of parking for Valamar Riviera Hotel guests?

For guests of the Valamar Riviera Hotel & Residence, parking is provided in the Žatika parking area with a free shuttle service to the resort and back. Detailed instructions can be found here: https://www.valamar.com/en/hotels-porec/valamar-riviera-hotel-residence/map-directions.

Loyalty programme

What do I get with a Valamar Plus Club loyalty programme membership?

- up to 10 % on your bookings
- up to 12 points for each eligible* Euro spent during your stay
- the option to pay for your next stay with points or with a combination of points and cash
- the option to transfer points to the Valamar Plus Club card of friends or family members
- discounts in wellness centres, sport centres and restaurants that you can use during each stay
- a wide range of tailor-made services and privileges in line with your membership level
- first-hand information on the best prices and special offers
- access to your Valamar Plus Club membership information and points balance

* Eligible Euros spent during your stay do not include the amount spent for third-party services. Additional restrictions and exceptions may apply.

How do I collect points?

Points are only awarded if a natural person books accommodation via the www.valamar.com, www.camping-adriatic.com, or the Valamar Reservation Centre websites.

Depending on your membership level, you can earn 10, 11 or 12 points for each spent* euro during the stay. Points will be added to your account 48 hours after check-out at reception.

You always receive the same number of points regardless of the season: there is no difference between the high and low season. Points are awarded for paid accommodation only.

The card may not be used retroactively; points are not awarded for stays prior to the implementation of the loyalty programme.

Only the registered card owner paying for accommodation is eligible to collect points.

Collecting reward points may be combined with benefits given by other associations, such as ADAC or any other camping club or association.

* Eligible Euros spent during your stay do not include the amount spent for third-party services. Additional restrictions and exceptions may apply.

How can I use my points and other membership benefits?

You can redeem your points for a free stay at one of our hotels, resorts or camping resorts.

If you do not have enough points for a free stay, you can pay for a part of your stay in points and the rest in cash.

In addition to points, each membership level enables additional services and benefits, which will be presented to you at check-in (see the membership level and benefits table).

In order to use your points and receive discounts and other benefits, you must book accommodation via www.valamar.com, www.camping-adriatic.com, or at the Valamar Reservation Centre.

Discounts given by various motorcycle clubs cannot be combined with loyalty programme points and cannot be used to reduce the cost of the stay when the reward points are used to reduce the cost of stay.

A loyalty programme member who has made a booking that enables him or her to use points must be present during check-in and the entire overnight stay.

How do I upgrade to a higher membership level?

There are three membership levels: Valamar Plus Club Starter, Valamar Plus Club Insider and Valamar Plus Club VIP.

A specific membership level is achieved based on qualifying activities - points or overnight stays - during each calendar year (from January 1st to December 31st).

Minimum qualifications (in a calendar year):
- Starter - just enroll
- Insider - 15.000 points or 8 nights
- VIP - 45.000 points or 20 nights

Upon joining the programme, you will start collecting points and overnight stays in order to achieve the membership level with the greatest benefits.

Points and overnight stays may only be collected by making direct bookings via www.valamar.com, www.camping-adriatic.com or at the Valamar Reservation Centre.

When and why will I be downgraded to a lower membership level?

If none of the aforementioned conditions are met within a single calendar year, the member will be downgraded to the level immediately below at the end of the calendar year (31st December). For example, if you were a Valamar Plus Club VIP, you would be downgraded to the Valamar Plus Club Insider membership level.

When and why will I lose points?

If no activity (stay) is recorded over a two-year period, the membership in the Loyalty Programme will remain valid but the points will be deleted. A member can start collecting points again with a new stay.

When will I be unable to use the Loyalty Programme benefits?

In order to use your points and receive discounts and other benefits, you must book accommodation via www.valamar.com, www.camping-adriatic.com, or at the Valamar Reservation Centre.
* The following stays by programme members are not eligible for the Valamar loyalty programme benefits: stays booked via tour operators or travel agents that are not paid directly into the bank account of the hotel, apartment or Valamar. Booking portals, for which payments are made directly into the portal operator's bank account, are also considered travel agents. The same limitations apply to coupons/vouchers, which are bought by a member from a group sales portal. Furthermore, stays for which the hotel issues invoices for services to third parties will not be taken into account, e.g. insurance and healthcare companies. Stays realised through reward coupons/vouchers will also not be taken into account. Staying at Valamar campsites does not make regular guests, who are loyalty programme members, eligible for reward points, however, as loyalty programme members, they are eligible for the other benefits mentioned in the Programme in the form of products and services (additional benefits).

What if I need to cancel or modify my reservation?

If you cancel your reservation, your membership level remains unchanged since your last check out.

If you have used your points to get a discount, they will be handled according to the booking cancellation policy.

When modifying your reservation, you still have the right to all the benefits for your membership level, but it is important that you (the loyalty member) are still the person arriving and your stay has to be 2 nights minimum.

How do I obtain my Valamar Plus Club loyalty card?

After receiving the welcome e-mail from the Valamar Plus Club, your card will be activated and you can store it in your digital wallet so you can always have it on you.

Am I allowed to give the card to a third party and can I combine two cards?

The card is intended for personal use and should under no circumstances be used by a third party. However, the Valamar Plus Club allows transferring points to a person of your choice. Your new Valamar Plus Club friend must apply for membership in the Valamar Plus Club programme. After he/she opens a personal account, the points may be transferred to his/her account by a third party exclusively by sending a written request to the e-mail address of Valamar Plus Club Customer Care: info-loyalty@valamar.com or in the My loyalty programme account section of the website.

When does my card expire?

The card has no expiration date, but if no stays are recorded over a two-year period, the points will be deleted. After making a new booking with the Valamar Plus Club ID number, you can restart collecting points and upgrade yourself to a higher membership level.

When and how can I check my points balance?

Members can see their points total by logging in to the My loyalty programme account section on the websites www.valamar.com, www.camping-adriatic.com or by contacting Valamar Plus Club Customer Care (info-loyalty@valamar.com).

In order to check the updated points balance, please wait at least 7 days after checking-out at the reception, because the points will be automatically added then.

How to cancel membership in Valamar Plus Club?

Members can cancel their membership at any time. All they have to do is send an email to info-loyalty@valamar.com.

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