Frequently asked questions (FAQs)

  1. When is the check-in time?
    Check-in time is after 14:00. Early check-in depends on the availability of accommodation. In the case that there are accommodation units available, we will be happy to provide you with an earlier check-in.

  2. When is the check-out time?
    Check-out time is by 11:00. A later check-out is possible at an extra charge, depending on the availability of accommodation.

  3. On your website, we have seen an offer with "price from…", but when we wanted to choose a date and make a booking, the price changed. Why is that?
    Our prices vary depending on the date of your stay and the availability of the accommodation property. The price indicated next to the offer ("price from") is the lowest available price in the period of validity of the selected offer.

  4. Can we get your price list?
    Our prices are subject to change depending on the period of stay and availability of accommodation. All prices are available on our website www.remisens.com or on request from our Reservation Centre. Unfortunately, we do not have an annual price list, but we guarantee the lowest online price.

  5. Will a change in the period of my booking affect the price?
    A change in the dates can affect the price.

  6. Can I reserve a parking space?
    A parking space can be reserved exclusively at check-in, depending on availability, at an extra charge.

  7. Can I book a certain accommodation unit (room number) in the desired property?
    Unfortunately, it is not possible to book a certain accommodation unit (room number). However, we guarantee that you will get the exact category of accommodation unit that you have booked. If you have any special wishes concerning your accommodation, we will be happy to note and meet them if possible.

  8. Is there a transfer service?
    We are currently not offering a transport service. However, if you need transport, please feel free to contact us and our agents will be happy to recommend the optimal transfer to the desired location in the destination in which you have booked your stay.

  9. How can I confirm my reservation?
    Reservations can be confirmed by entering your credit card details or by paying an advance as a guarantee of arrival.

  10. Which credit cards are accepted as a confirmation of reservation?
    You can confirm your reservation with one of the following cards: Visa Classic, American Express, Diners and MasterCard. We do not accept Visa Electron or debit cards.

  11. What are the payment options at reception and can I pay in instalments?
    You can pay your invoice in cash and by using all credit and debit cards. Payment in instalments is possible depending on the property. For more information, please contact our Reservation Centre.

  12. Are pets allowed in your properties?
    Pets are allowed in all our properties at an extra charge.

  13. In which currency can I make my payment?
    In all our accommodation properties in Croatia, payment is made at reception in the local currency (kuna) at the exchange rate valid on the date of payment. In all our properties in Slovenia, payment is made at reception in euros.

  14. Can I change currency at the hotel reception?
    All our properties offer a currency exchange service with a minimal commission.

  15. Is there a kitchen in your apartments?
    Hotel apartments do not have a kitchen. Apartments in villas and the Medveja Tourist Resort have a fully-equipped kitchen.

  16. Is my child entitled to a free stay or discount?
    Discounts or free stays for children depend on the property and valid offer. A registration fee, insurance and tourist tax (which is calculated in accordance with legal provisions) must be paid for every child.

  17. Can I cancel my reservation free of charge?
    You can cancel your reservation in accordance with the cancellation terms. The cancellation and payment terms are elements of the reservation confirmation. In the case of regular terms, a reservation can be cancelled free of charge up to 48 hours prior to arrival, no later than 14:00 (CET). Terms may vary depending on the type of offer and the price list. Therefore, we kindly ask you to pay attention to the terms and conditions when making your booking. In the case of non-refundable reservations, payment is made at the moment of booking and later cancellations or changes of dates are not possible. You can check the cancellation terms on the reservation confirmation. We advise you read them carefully because cancellation terms may vary depending on specific price lists, discounts and special offers.

  18. How do I make an online reservation?
    Visit www.remisens.com and click on 'Reservations'. Choose your desired destination or hotel, dates of arrival and departure, and the number of adults (the number of children can be selected in the next step). Then follow the steps as displayed on the screen. After successfully completing your reservation, you will receive an e-mail confirming your reservation.

  19. Where can I find your accommodation prices?
    Accommodation prices can be found by selecting your desired hotel and dates on our website at www.remisens.com or by sending an inquiry to reservations@remisens.com. For all questions, including information about accommodation prices, please call +385 20 350 555 for accommodation facilities in destination Dubrovnik, or +386 59 368 889 for accommodation facilities in destination Portorož.

  20. How can I find out what is included in the accommodation price?
    After selecting the hotel and dates at www.remisens.com, you'll find a detailed description of what is included in the price of the selected service and accommodation unit. A detailed description is also included in the reservation confirmation e-mail that you receive after completing your reservation.

  21. Are taxes such as stay tax included in the price?
    In Croatia, stay tax (also known as tourist or sojourn tax), insurance and the registration fee are not included in the accommodation price and are to be paid at the reception of the selected accommodation facility. Stay tax for hotels in Cavtat is 8.00 kn per person per day (1 June - 30 September 2018), or 6.00 kn per person per day (1 January - 31 May, and 1 October - 31 December 2018). Insurance per person per night is 0.30 EUR, and the registration fee per person (one-off) is 0.50 EUR. For hotels in Slovenia, stay tax per person per day is 1.27 EUR, and the insurance and registration fee are free of charge.

  22. Why do I have to provide my credit card number during the reservation process?
    Your credit card is used as a guarantee of arrival. In case of no show or untimely cancellation of your reservation, your credit card will be charged in accordance with the cancellation or non-arrival terms. If you have chosen one of our non-refundable offers (Pay in Advance and Save, Hot Deal, Stay Longer - Pay Less), your credit card will be charged for the entire amount when making the reservation.

  23. My credit card is valid. Why can't I complete my reservation?
    Please check once again if all the data from your credit card have been correctly entered, and check the type of credit card. We accept only VISA, AMERICAN, DINERS, and MASTERCARD.

  24. How can I find out if my reservation was successful?
    After clicking 'Confirm', you will receive an e-mail confirmation of your reservation. Please check your spam mailbox as well. If you haven't received the confirmation, you can check the status of your reservation by calling Remisens Reservation Centre on +385 20 350 555 for accommodation facilities in destination Dubrovnik, or +386 59 368 889 for accommodation facilities in Portorož, or by sending an e-mail to reservations@remisens.com.

  25. Do I have to contact the hotel reception if I plan to check in after 14:00?
    Hotel reception is available to you 24 hours a day. It is not necessary to announce a late arrival.

  26. How can I change or cancel my confirmed reservation?
    You can change or cancel your reservation by entering your e-mail address and reservation number here. For more information, please contact Remisens Reservation Centre by calling +385 20 350 555 for accommodation facilities in destination Dubrovnik, or +386 59 368 889 for accommodation facilities in Portorož, or by sending an e-mail to reservations@remisens.com.

  27. Can I cancel my reservation free of charge?
    If you book online, the cancellation terms are displayed when selecting the price list. Cancellation terms are also included in the confirmation of your reservation.

  28. How can I book a room if I don't have a credit card?
    If you don't own a credit card, you can book your room by calling our Reservation Centre on +385 20 350 555 for accommodation facilities in destination Dubrovnik, or +386 59 368 889 for accommodation facilities in Portorož, or by sending an e-mail to reservations@remisens.com.

  29. Which hotels allow pets?
    All our accommodation facilities allow pets at an additional charge. Regular prices for pets are (payment at reception): Remisens Premium facilities: 200 HRK per night (approx. 26.5 EUR) – the price includes a dog welcome cookie, food bowl and mat; Remisens Hotels facilities: 150 HRK per night (approx. 20 EUR) – the price includes food bowl and mat (subject to availability).