FAQ's

Find comprehensive answers to frequently asked questions about Istria Experience, registration, experiences and destinations in Istria, bookings and cancellations, payment options and many other queries. Click on the link below to view relevant FAQs or write to us at: info@istriaexperience.com.

 

Account registration and password

​Istria Experience & its services

Products

​Payment Options

Bookings & Cancellations

Trouble Shooting

 

Account registration and password

How do I register with Istria Experience

It's easy to register with Istria Experience. Just click on Sign in/Register option in green bar above, then on Register here.

 

Why should I register with Istria Experience

By registering with Istria Experience we save you the trouble of repeatedly typing your details when you make a booking. To buy anything or receive free info and discount vouchers, you don't have to be registered. We also keep track of all your reservations, should you need to change dates or cancel.

 

How do I change my password?

Sign in to your account and then click on ‘change password'.

 

How do I sign into my account if I forget my password?

If you've forgotten your password, click on 'forgot Password'. We will immediately send your password to your email address.

 

How do I edit my account information?

Sign in and once you've updated the necessary account information, click on ‘save'.

 

How do I log off of the site when I am finished?

Click on ‘Logout' on the main menu and you will be logged off.

 

Istria Experience & its services

How is Istria Experience different from other travel sites?

Istria Experience brings you the richest collection of experience-led products. Our dedicated focus on activities, tours and events, makes not only our product offering unique, but also provides a consultative experience in helping you plan your holiday activities in Istria and choose from a vast range of such activities.

Experiences are carefully selected by experts, and besides the best price Istria Experience offers a full range of benefits, informations and instructions on how to plan the best holiday in Istria.

 

What's the benefit of booking experiences in Istria prior to departure?

There are several very good reasons why you should book these experiences in advance. If there's one, it is – so that you can make the most of your trips. For the more curious ones in you, our favorite picks are:

• Make sure you don't miss out on anything worthwhile.

• Avoid disappointment: Popular experiences are popular for a reason and they sell out well in advance.

• Relax while on holiday: don't turn it into a stressful planning and negotiation exercise.

• Getting the best advice and organizing your tours and activities at the destination is not always easy, especially when your language skills are limited to the 'quick tips' section of the guide books.

• Book conveniently online from your home.

• Spread the costs and budget before your travel. Your holiday cash is now freed up for treats and shopping.

Sometimes, people prefer booking tours and activities directly at the destinations because they want to:

• Maintain flexibility: well, if this is one reason keeping you from hitting the'buy now' button, fear not - we have taken care of it. Please see our Cancellation Policy.

• Get the best prices. We provide a Price Guarantee on all products that you buy from us.

• Get adequate protection for your booking: We are adequately bonded for the relevant business providing you the financial protection otherwise not available to you - your money is safe with us should anything go wrong and your booking is not fulfilled. With Istria Experience, do your research, pre-book your tours and activities and enjoy your vacation.

 

Do we pay a lower price while booking online through Istria Experience?

Istria Experience sources products directly from local suppliers in a destination, and does not have several intermediaries unlike traditional tour operators and agents. This makes us much cheaper than other travel agents and tour operators and allows us to provide you with a 'Best price guarantee' that ensures that you always end up paying the lowest price on the web for a particular travel product.

 

What is the contact address for Istria Experience?

You can find all contact addresses on the Contact Us section.

 

How can we partner with Istria Experience?

We would be pleased to hear from you and explore partnership opportunities. Please write in to partner-umag@istriaexperience.com and we will get in touch with you shortly.

How will my personal information be protected? What 'Istria Experience' privacy policy?

Istria Experience understands and respects the importance of your privacy and visitors to our website can be assured that the protection of personal data is given the highest possible priority. Istria Experience only obtains personal information from you if we ask for it and you provide it to us. For details of this privacy policy please click here.

 

What are the terms of use of the Istria Experience website?

Please refer our 'Terms of Use'.

 

Products

What kind of products does Istria Experience offer?

Istria Experience is all about exciting experiences. We help you find activities, tours, events, and other destination experiences, from all over Istria. We strive to offer the widest range of products to meet all interest and budgets, and to allow you to find what will meet your interests.

 

I have a specific question about the tour or activity itinerary.

Don't hesitate to ask any specific questions. E-mail us your questions: we will answer.

 

How do I find out about special offers?

Please subscribe to our newsletter and stay tuned for special offers.

 

What languages are available for this tour?

The majority of the tours and services provided by Istria Experience are available in Croatian. If another language besides Croatian is available, this will also be mentioned in the experience description.

 

Can you send me a brochure?

Our activity pages are electronic and are only displayed on the web. You can print or email them to you friends, or share them through the most popular bookmarking sites. You should find all the information you need about your desired travel product on these pages. If there are other details you would like to know that are not specified anywhere, don't hesitate to type a question directly on the Concierge page or contact the Istria Experience team via email info@istriaexperience.com.

 

Can you tell me what hotels are close to the selected destination in Istria?

You can learn about the hotels and other accommodation options in our accommodation section.

 

Can you provide a customized tour for myself and/or my group?

Istria Experience offers a wide range of individual tours, events and attractions, with several sub-options. Should you require more specific and customized services we can certainly help you – contact our team via email or phone or on Concierge page.

 

Can you give me directions or maps from one place to another?

Istria Experience is able to assist you with any questions specifically relating to our products, incuding maps or directions.

 

Payment Options

What payment options does Istria Experience have?

Currently we accept payments using VISA, Maestro, Diners, MasterCard or Amex credit cards.

 

How do I know that my credit card information is safe on your site?

Any information you enter when transacting over Istria Experience is sent in a Secure Socket Layer (SSL) session and is encrypted to protect you against unintentional information disclosure to third parties. You will notice that when you move from the passenger information page to the payment page, the URL changes from http:// to https://. This shows that you are on a secure channel.

 

What Is the Card Verification Number (CVV) on my credit card?

The card security code is a unique three or four-digit number printed on your debit/credit card. This number is not embossed on the card and not printed on sales receipts - making it difficult for anyone other than the genuine cardholder to know it. Some card issuers refer to this number as the 'Card Security Code' others as the 'Personal Security Code' and others as 'Card Verification Value'.

 

Where is the Card Verification Number (CVV) located on my credit card?

Visa/MasterCard: Three-digit code after the last four digits of your credit card number on the back of the card within the signature field.

 

Under what name will my purchase be charged on the credit card statement?

Your purchase will be charged under Plava Laguna d.d.

 

What currencies can I buy in?

All payments will bi effected in Croatian currency. The amount your credit card account will be charged is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Croatian National bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a posibility of a slight difference form the original price stated in our web site.

 

I keep getting a credit card error whilst trying to book, what do I do?

If you are receiving an error, here are some potential reasons why:

• There might be a small error on the card number, the expiration date or the CVV security code.

• You entered an address not matching the billing address stored by the issuing credit card company. Try to verify and change your billing address.

• Some information may be missing, such as zip code, state (for USA), telephone number, etc.

• Your account does not have sufficient funds to cover the transaction being booked.

Please check the entered details on the booking form and try again. If still unsuccessful, please contact us.

 

Is there another way to book than online?

All bookings can be made

• through the web site www.istriaexperience.com
• through Istria Experience's contact centres in Umag
• through Istria Experience's info points

 

 

Where can I find Istria Experience's info points ?

Istria Experience's info points are placed in Umag in different locations:

• Camp Park Umag

• Punta

• Stella Maris Resort

• Katoro Resort

• Polynesia Resort

 

Bookings & Cancellations

How do I know my experience has been booked?

Everything you paid, results in vouchers. To claim the service you purchased, you must present the printed voucher on the spot, to the employee in charge. You can print vouchers from the e-mail you will get upon completion of the check out process, or from your account page on the vouchers page, once they appear available.

 

Do I need to confirm my bookings with the service provider?

Once booked, your reservation is confirmed. Also, in case you need further information, the supplier email and phone number are mentioned on your confirmation voucher.

 

When will I get confirmation of my booking?

Our products can be booked and confirmed instantly on the website. For these, you get a confirmation voucher, which is effectively a proof of booking as well as a useful reminder of all key facts that you need to know about the booked product(s). The voucher is also sent to you as email, on completion of the booking. You must print the voucher and carry it with you.

 

Can I cancel booked products? What is the cancellation policy?

We understand that sometimes the best laid plans go awry. Our cancellation policy is designed to minimise penalties to you in case you need to change your plans. You can cancel the booking online by visiting the link provided to you in the confirmation email or through your Istria Experience account.

 

I need to make a correction to the names, titles, ages in the booking and get a new voucher.

If you have misspelled the lead traveler name, or mismatched children ages, you can send us an email and we will make the necessary amendments. For other corrections there is no need to reissue vouchers.

 

Can I change the number of travelers on an existing booking?

If you wish to increase the number travelers in your already completed booking, then book again the same product online for additional passengers, subject to availability.

If you wish to reduce the number travelers in your already completed booking, contact our team by email or phone. Note that cancellation charges may apply.

 

Can I change the dates of my reservation?

Yes you can. We understand that plans change and we're not going to penalise you for that, we'll give as much flexibility as we can before or even during your trip. Feel free to call the Istria Experience Contact Center before you travel. If you need any last minute changes once you're there, just contact us. All changes are subject to availability.

 

What happens if there is a rate change between my time of booking and the start date of the tour?

Managing such revisions would be our responsibility. You would not be required to pay any extra.

 

What is my proof of purchase?

You can use the Istria Experience confirmation voucher as proof of purchase.

 

What does the price guarantee mean and how is Istria Experience able to guarantee the best prices?

At Istria Experience, we are committed to offering you with the best value at all times and we work very hard to achieve this by keeping an eagle eye on the market prices. We guarantee that we will always provide you with the best prices, highest quality experiences.

 

Can I book over the telephone?

Yes, you can! Contact us by telephone on +385 52 700 777

 

Where can I get a travel insurance?

Istria Experience does not sell travel insurance but we strongly recommend you to purchase a policy.

 

I don't have a printer to print the voucher, what do I do?

You can forward the email containing your voucher link to another email address, where that computer has access to a printer (for example a work email address). If you do not have this alternative available to you, contact Istria Experience. The voucher must be presented upon commencement of your selected tour or activity, and you may not be permitted to join the tour without the voucher. There may also be separate instructions on your voucher, under the Important information field, which you will need to read in advance of your tour.

 

Trouble Shooting

Do my browser's privacy settings affect my IstriaExperience.com experience?

Istria Experience works with most levels of your browser's privacy settings, so your experience will not change.

 

Can I book on Istria Experience if I'm using Mac OS?

We love Apple and we love the Mac, so someone would get shot if Istria Experience didn't support the Mac OS.

 

Some areas of the site look messed up or a little bit old.

We do our best to serve you hot, fresh content. If you still see things that seem outdated, try clearing your browser cached data.

 

The speed of the website is slow?

Please check your connection with your Internet Service Provider.

 

What do I do if my booking is not completed?

We are sorry for this unlikely inconvenience. Please try again or contact our team by e-mail or phone. If your booking process fails during a payment process, we will notify you if any erroneous charges have been incurred.

 

Does this site use cookies?

To make us more responsive to the needs and interests of our visitors, we use cookies. These cookies help us tailor our site to your needs, and deliver a more personalized service

The use of cookies is an industry standard and many web sites use them to provide useful features for you. Cookies do not personally identify you, only your computer.

 

I have not received an email I was expecting from Istria Experience

Some email internet providers can mark general booking emails such as those sent from Istria Experience as 'spam' - please check your spam folder for previous email replies.

If you have your spam filter set on the highest ranking, only emails from senders in your address box will go into your inbox. Any other emails (such as replies from internet sites you have booked on) will go into a 'spam' folder. These emails can sit in this folder for up to 7 days and then your email system will automatically delete them.

 

I'm getting errors / blank pages when I am trying to book, what is the problem?

Errors can sometimes occur as pages can be 'cached'. We recommend you 'refresh' or 'reload' your pages and try again. If you are still experiencing difficulty, please contact us via email or phone with the problem details, including the page you are viewing, the exact error message you are receiving, and the date and time the problem occurred.

 

I am receiving an error message I don't understand.

There could be many reasons for this. Please contact us via email, with details of the page you are viewing, the exact error message you are receiving, and the date and time the problem occurred.

 

It has been 24 hours since I booked and I have not received a confirmation email?

The confirmation voucher for activities is automatically mailed to you as soon as the credit card transaction is made. Please note that your credit card will not be charged until your booking is confirmed.