Important Information in Relation to Your Completely Croatia Holiday
Please see below some important and helpful information we have provided you which will help ensure your holiday goes smoothly.
You may want to view the link to this page on the browser of your mobile phone, as it will be easier to install any apps we recommend below, should you wish to.
CORONAVIRUS/COVID-19 UPDATE: 7 April
Dear Completely Croatia Customers,
Due to the current government restrictions on Social Distancing, we’ve had to make changes to the way we work in order to look after the health and wellbeing of our colleagues. This means we have closed our offices, changed our opening hours, reduced staffing and are having to work from home. Our opening times are now from 9am until 5.30pm Monday to Friday until further notice.
We have contacted all our customers that were due to depart in April whose holiday has been affected by the recent government guidelines. We continue to be guided by government advice and our programme for May will be reviewed and adjusted accordingly if required. Rest assured that if your holiday is affected, we will be in touch with you in due course. In the meantime, please call us on 0800 970 9149 if you have any urgent questions.
We appreciate this is a very difficult time for everyone and we are grateful for your continued patience and understanding.
Beat wishes and stay safe,
Your Completely Croatia Team
We thought it would be useful to answers your frequently asked questions.
What will happen if my holiday is affected by the Coronavirus/COVID-19 situation?
We will be in contact with you to discuss all your options including a transfer to another holiday, delaying your departure until later in the year or cancelling the trip altogether.
Where can I find the most up to date travel advice?
We suggest you check the FCO website which has the most up to date information:
Can I be confident that Completely Croatia will look after me?
Yes, you can book with the peace of mind that your holiday is ATOL Protected and that you are travelling with an awarding-winning tour operator with over 12 years’ experience.
What are the current flexible booking options available to me?
Based on current Government guidance and the constantly changing situation we are currently facing, if you have a booking that is due to depart within the current isolation period, you can now amend your forthcoming holiday to a date later in the year or a departure in 2021 and we will waiver the admin charge*. The only costs incurred by you would be if there is a charge to change your flight or accommodation. Please call our team for more information.
Can I make a booking now with peace of mind?
Yes, you can book your holiday of choice with us now and we will hold a place for you with no deposit*. Once the current COVID-19 situation and government advice changes, we will contact you to make a deposit payment and our normal booking T&C’s will apply.
When do I pay my balance?
Based on current Government guidance and the constantly changing situation we are currently facing, we have taken the decision the reduce our balance due date to 4 weeks prior to departure*. We will revert to our normal T&C’s once the government updates its advice.
When can I expect my refund?
We appreciate you are waiting for us to process your refund. We know this is not an ideal situation for any one during these uncertain times, however we assure you we are doing our best to try and get this process moving as quickly as possible. Please also remember that you have the option to claim a Refund Credit Note to be used up to the end of 2021. Alternatively, you might also wish to transfer funds to an existing reservation that you may already have, later in the year or to a specific future holiday that is already available within our programme later in 2020/2021. Please remember that you are fully ATOL Protected and our ATOL number is 4029. If you have any questions whilst you are waiting for us to contact you, please do not hesitate to contact us.
Should I cancel my holiday?
Some of our holidays are experiencing disruption due to FCO advice, local authority restrictions or the cancelling of some flights. If there are no restrictions or strict FCO advice against travelling, then there is no reason to alter your travel plans. If you have concerns, then please do contact us to discuss your options.
*Except on cruise booking where normal Cruise T&C's will apply.
Remember, if you have any questions, please do not hesitate to contact our friendly travel experts by phone on 0800 970 9149.
The UK has now left the EU
There is now a transition period until the end of 2020 while the UK and EU negotiate additional arrangements.
The current rules on trade, travel, and business for the UK and EU will continue to apply during the transition period.
New rules will take effect on 1 January 2021.
So in the meantime nothing will change, so to reassure you:
- If you’re a British citizen travelling to the EU, Norway, Switzerland, Iceland or Liechtenstein, you’ll just need to show your passport as usual.
- Do check your passport is up to date and valid for your travel period. ( Although not a requirement, it’s always good practice to have at least 6 months left on the day you travel)
- For flights, security procedures will not change for direct flights to and from the UK and there should be no delays at airport security if you change flights in EU airports.
- Your European Health Insurance Card (EHIC) will be valid up to 31st December 2020. However, it may be worth getting appropriate travel insurance that covers your healthcare (especially if you have a pre-existing medical condition). Check here for more information on buying travel insurance with the right cover.
- After the 31st of December 2020 you may need extra documents for driving such as an international driving permit (IDP), until then nothing changes.
- You will not need a visa for a short trip (up to 90 days) if you are a tourist.
- From 1 January 2021, the guarantee of free mobile phone roaming throughout the EU will end, although the feeling is operators will continue to offer free roaming. Until then free roaming continues as normal.
You can always check out the most up to date information in relation to what will be required from 1st of Jan 2021 here https://www.gov.uk/visit-europe-1-january-2021
GENERAL HOLIDAY INFORMATION
You should expect to receive air tickets/e-ticket reference numbers and car hire vouchers at least 10 days prior to departure. If for any reason you do not receive these within 10 days of departure, please email firstname.lastname@example.org or alternatively call our Customer Services teams on 01743 295772.
Completely Croatia are not able to take to take responsibility for any changes to flight schedules which may impact the flight times of your holiday. Our Customer Service team will be on hand to assist with any changes to your holiday that need to be made consequently from the flight change. Please be advised, our car hire providers charge an ‘out of hours’ fee which we would not be liable for should your flight time change to ‘out of hours’. Clients who book their own flights may incur administration charges as well as those mentioned above, should we have to amend car hire or accommodation details.
Advanced Passenger Information (API) – International regulations now require all passengers to submit advanced passenger information to the airline ahead of travel. You are able to submit this via the airline website or APP. You will need to provide this information prior to being able to check in.
You will be responsible for checking yourself in for your flights. You will find your locater number within the flight details of your tailor made itinerary. Every airline we use has an app which can be downloaded on to your apple or android smart phone. Alternatively, our Customer Service team is able to help should you need any assistance with your online check-in.
Below you will find links to download some of our more frequently used airline APP’s.
Some airlines have specific luggage allowances and size restrictions for taking cabin baggage onboard, this will vary between airlines. We advise that you check your documentation or the airlines website to understand what the luggage limits are.
Please be aware that not all of the properties have a 24-hour reception. If you are booking your own flights which may arrive late or are delayed on your journey, you may need to contact your accommodation to inform them. The contact details can be found on your accommodation vouchers.
You will receive your car hire voucher from us at least 10 days prior to departure.
To collect your car, you must have your car hire voucher, a valid full British driving license card. You must carry your driving license card with you whilst you are driving. You can be fined if you are stopped without it.
You will be required to provide credit card details at the time of collection to provide a security deposit. The credit card needs to be in the main drivers name otherwise rental may be refused. The deposit amount will often be authorised on your credit card but not debited from your account unless additional charges are incurred. The deposit is intended to cover additional rental costs such as extra days, upgrades, a one-way drop-off, or if you deliver your car less than full of petrol. We recommend you retain all documentation for at least 3 months after your holiday in case you need to query any charges made.
Extras like child seats will have to be paid for locally. Do not forget to tell us if you need a child seat as they need to be pre-booked. We cannot guarantee that one will be provided for late bookings.
Parking fines or traffic fines incurred will eventually be charged to your credit card – any fines incurred will be your sole responsibility, due to the administration systems in some countries a fine for a traffic violation may come through several months later. The car hire company may charge an administration fee for realising details to the authorities and you may see a fee debited from your car if this is the case and you will subsequently receive a fine from the authorities which is payable separately.
Damage to cars - In common with most car rental companies the insurance cover offered by our suppliers does not cover tyres, windows, wheels, the roof, the underside and interior of the car, towing charges and willful damage. You may therefore be liable for damage to these items. Insurance cover is not provided for contents of the car in case of theft.
Our Policies with Zest include Excess Reimbursement insurance, this means if you damage the car, you will be charged the excess by the rental company. Your Excess Reimbursement insurance through Zest allows you to reclaim the excess providing you complete an accident report form on returning your car and then follow the steps on your policy upon your return (within 31 days). In the event that keys are lost or damaged you will be liable for the cost of obtaining a replacement. The vital point seems to be that, if the car is damaged in any way, you must obtain a report from the car hire office (and the police if it is serious enough for them to be involved), in order for your claim for reimbursement of the excess to be considered. Any willful damage to the car, by the driver or its passengers will incur the full cost of the repair.
Please note that even if your voucher states a specific make or model car, you may get an alternative vehicle of a similar spec (unless specified as guaranteed).
We recommend you check your car at the airport including wipers and tyres, but especially lights, as you will need these as you go through tunnels and it is now a legal requirement to keep your lights on at all times on motorways and most main roads (if in doubt, keep them on!). We advise that, after checking your car, you report any damage already on it and insist that it is written on the contract. If possible, we recommend that you take pictures of the car at the start and end of your stay with your mobile phone.
We always recommend: - leave nothing of value in your car. Keep luggage hidden and cameras, handbags etc well out of sight. In traffic, keep doors locked at all times. The glovebox guide provided by Zest and uploaded in your ‘My Completely Croatia Area’ will also reiterate the information above.
Please note most hotels will apply a ‘Tourism Tax’, which is payable locally direct to the Hotel and will typically be no more than 5 Euros per person, per night.
Some hotels may ask you to provide a valid credit card upon check in which they will pre-authorise to cover any extras you may spend at the hotel. The amount can vary between hotels and can take up to 10 days to be refunded back to your card after your stay.
SELF-CATERING VILLAS AND APARTMENTS
If there is something, which is essential to the enjoyment of your holiday, be sure to call us and see if the property already provides it. In some countries, they tend to use saucepans instead of a kettle. We recommend taking a travel kettle should you feel it is a necessity. It is not unusual for there to be no shower curtains in some of our properties.
Any fuel used must be paid for locally, unless the website states that the cost of heating is included. Not all properties are centrally heated, so heating may be in the form of open fires, calor gas heaters etc.
Please do not move furniture outside. The owners also request crockery is kept in the property and not taken to the beach.
Guests are responsible for any damage or loss caused by them to the properties or facilities, whether accidently, negligently or deliberately, (fair wear and expected.)
TIME OF ARRIVAL AND DEPARTURE
On arrival day, your property will generally be available from 3pm/4pm. On departure day, guests are normally asked to be out of the property by 10am to allow for cleaning in preparation for the next guests. Times may vary, so please refer to your property details.
In case of delayed arrival, it is essential to contact the property from the airport to advise of the late arrival. Alternatively, contact us during our open hours and we will happily do this for you.
Bathroom towels will be provided in all hotels and most self-catering properties. However, Beach towels may not be provided.
If you require a cot, please pre-book accordingly. If the property charges for the cot, you must usually pay it directly to the property. Check individual property descriptions on the website for details.
Many pools are unsupervised. Please note, children must always be supervised at all times. Pool availability varies from property to property, but all of them should be available from the end of May to the end of September, (weather permitting) unless maintenance or repair is required.
It’s always a good idea to take some cash with you for your holiday, however these days contactless travel cards are very popular, which all come with a mobile app to manage them where you can load them with GPB and then convert them to the currency relevant to your holiday destination which is held on your card or just use the card to withdraw from a cashpoint for free (limits may apply) or alternatively you are able to use in store’s to get the best exchange rate on the day.
With most providers you can also instantly freeze the card on the app should your card be lost or stolen.
If you use your card to withdraw money overseas always select the rate without conversion as the local banks will make money from you and you will get less value from your exchange.
The travel cards will always give you better exchange rates (interbank exchange rate) than the post office, M&S etc and all airports have cash machines so you can obtain money the moment you arrive in your destination.
For more information please visit moneysavingexpert.com
Its good practice to inform your bank and credit card providers that you are going away on holiday as some may restrict your cards if they see unusual transaction and not aware you will be out of the country.
TELEPHONING AND ROAMING
To dial an international number, you need the following:
International Access Code (also called Exit Code): Dial 00 from the UK
Country code: So, to dial Italy for example use 39
Area code: Enter this before the phone number.
Phone number: Enter the individual phone number
For a full list of international country codes check out BT’s The Phone Book website
If you are using a mobile phone to dial any number whilst you are overseas you will need to, dial the international access and country code first, so for Italy 0039 then drop the first 0 of the mobile number
Following a change in EU roaming rules which came into effect on 15 June 2017, you’ll now be able to ‘roam like at home’ while using your mobile phone when travelling within the EU, Norway, Iceland or Liechtenstein.
The new rules generally require providers to charge pay-monthly and pay-as-you-go mobile customers the same price for calls, text messages and data services as you pay when in the UK.
However, there may be some instances (such as when a provider has a fair use policy in place) where you may be charged more than your domestic charge, so make sure you know what roaming product your provider offers before heading off.
Providers offering roaming services should automatically apply ‘roam like at home’ to all existing and new customers – you don’t have to sign up. Check with your provider if you want to confirm that this has been activated on your mobile phone.
If you’re travelling outside of the EU, Norway, Iceland or Liechtenstein, roaming charges can be much higher, and you may want to talk to your provider to understand the best available deal for the country you're travelling to. Alternatively, it might be worth considering buying a SIM for the country you are visiting.
Ofcom have put together some frequently asked questions to help you understand the new ‘roam like at home’ rules, and how they apply in practice - Download here.
The government have extensive information in relation to preparing for safe and healthy travel abroad, you can explore this by following the link to Travel Aware GOV.UK
Mosquitoes and other insects are a common and perfectly natural occurrence in Mediterranean countries. We advise that you take mosquito spray and plug-ins. Mosquitoes are drawn to light, so keeping doors and windows closed from late afternoon when property lights are on will help.
We advise packing a small torch if you are arriving to your property in the evenings.
MAPS AND NAVIGATION
The best way to find your way to your accommodation is to use google maps on your mobile phone, it is also possible for you to use google maps on your laptop or PC and send the directions straight to your mobile phone. Alternatively, you are able to request some directions should you not want to use your phone. Should you be staying in one of our accommodations where navigation may be a little trickier, we will automatically forward these out to you.
Of course, we always want you to have the best weather on you holiday, whether it be lovely sun in Croatia or snow in Finland. You can download the BBC weather app on your smart phone.
BBC Weather App for Apple
BBC Weather App for Android
We recommend that you seek professional advice from your doctor if you are unsure if you may be fit for travel. Further advice is available from fitfortravel website
If you are travelling within the EU a European Health Insurance Card (EHIC) is available free of charge from the website
Many people only book Travel Insurance from their holiday departure date, however you should book insurance from the date your holiday is booked. All Completely Croatia guests as part of the booking conditions and should have valid travel insurance for the date of booking. Please ensure that you are travelling with adequate travel insurance to cover the total value of your trip and check the policy details carefully being aware of any conditions and exclusions relevant to your holiday with us.
English is widely spoken in most of our locations, however you can download the Google translate app on your phone just in case you may need it, or even may wish to try out some of the local language whilst you are away
Google Translate for Apple
Google Translate for Android
ONSITE PROBLEMS AND COMPLAINTS
Your satisfaction is just important to the property owner/manager as it is to us. During your holiday if you have a problem or query with regards to the property, please contact the property owner/manager and they will do their best to resolve it. In the unlikely event that the owner/manager is unable to help, please follow the complaints procedure outlined in your booking terms and conditions.
If you need us whilst you are travelling, you can contact us via the various means as noted below;
Via Email: email@example.com
Phone or Text: 07480777853
Terms and Conditions
For more information visit our Terms & Conditions page
LAST BUT NOT LEAST…