Frequently Asked Questions
How can I change or cancel the reservation that I made on the Valamar website?
If you want to change your 2021 travel date, you can do so free of charge up to two days before arriving at the destination (the price of the new date is determined according to the seasonal price valid on the actual travel date, which means there is a possibility of a surcharge).
In 2021, you can cancel your reservation free of charge 2 to 4 days before arrival (depending on the brand) in accordance with the standard rate (also applies to early booking rate reservations for 2021).
For more information, contact us on email@example.com or +385 52 465 000.
How can I change or cancel my reservation for a stay in a Valamar property that I made through Booking, Expedia or some other travel agency?
Please contact the agency or service provider you made your reservation with to learn more about options to change your arrival date or cancel your reservation.
What is the deadline for changing my reservation?
You can change the dates of your stay 2 to 7 days before your arrival. For more information, contact us on firstname.lastname@example.org or +385 52 465 000.
What coronavirus protection measures are in force in Croatia?
Due to the effective protection measures in Croatia, the situation in our destinations is fortunately fully under control.
All information about protection measures and news regarding the Covid-19 epidemic in Croatia is available at https://croatia.hr/hr-HR/koronavirus-covid-19-pitanja-i-odgovori
Which COVID-19 tests and certificates are recognised when entering Croatia?
Croatia recognises PCR and RAT (rapid antigen) tests.
The accepted RAT (rapid antigen) tests are included in the Common list of COVID-19 rapid antigen tests that are mutually recognised by EU member states. In addition to the above list, the SARS-CoV-2 ANTIGEN TEST KIT by the Chinese manufacturer SHENZEN ULTRA – DIAGNOSTIC BIOTEC Co., which is not on the European Commission list of approved RAT tests, is also recognised. Persons who have had COVID-19 within the last 6 months must present a certificate of recovery when entering Croatia. The certificate of recovery consists of a positive PCR or RAT (rapid antigen) test or a COVID-19 recovery medical certificate. The certificate is valid on the eleventh day from the receipt of a positive test result at the earliest.
Croatia accepts all vaccines administered by EU member states. Persons vaccinated against COVID-19 must present a vaccination certificate when entering Croatia. The vaccination certificate must contain proof that more than 14 days have passed since the second dose of the vaccine. Exceptionally, in the case of a single-dose vaccine, a certificate showing the receipt of a single dose is accepted if the dose was administered more than 14 days before crossing the state border.
Persons who have a negative PCR or RAT (rapid antigen) test, a certificate of recovery, or a COVID-19 vaccination certificate are not required to present a negative test and self-isolate when entering Croatia.
What coronavirus protection measures have you taken in your hotels and campsites?
Our hotels and campsites have always been held to the highest standards of hygiene and cleanliness. Our entire staff wears protective equipment, such as face masks and gloves and we have doubled the cleaning of all our properties. We have digitalised all promotional materials and menus and we maintain the required social distancing at all times, which is mandatory indoors, along with wearing face masks. We have reduced the capacity of all common areas (playrooms, wellness, lifts, etc.) and have positioned the tables in our restaurants and bars three metres apart.
We have put plexiglass at all staff contact points (front desk, integrals, etc.), while contact surfaces are being disinfected at all times. All common areas (Maro clubs, fitness, wellness, etc.) are disinfected at least twice a day. All toys, equipment and other surfaces are disinfected after being used by each guest. We have implemented special standards at swimming pools, where, in addition to disinfection, we sample water, while meeting the highest legally required standards.
The 100% clean space programme applies to all accommodation units, which are entered according to your preferences and needs.
All food is sampled, while the linen and dishes are washed at high temperatures in accordance with certificates and the highest standards at the global level.
How can I use the points that I have collected through my Valamar Plus Club membership?
We are aware that all Valamar Plus Club members care about keeping their current options and benefits, which is why we have made certain important changes in order to allow greater flexibility:
- We will pause the expiration of all points that are due to expire before 30 June 2021. You can redeem your points for all bookings made until 30 June 2021 and for all stays until 31 December 2021. Even if your user account has been inactive for over 24 months, the points you have collected will remain active. This means that you will be able to redeem them with your next booking.
- Loyalty status validity extension
The loyalty status that you earned in 2019 or 2020 will be extended until January of 2022. You can book your next stay, while keeping your status and the benefits thereof.
What actions have been taken to prevent crowding in Valamar hotels, resorts and campsites?
We have reduced the maximum capacity of all our accommodation facilities by 20% and have also lowered the capacities of our restaurants and bars in order to ensure a safe distance between tables/chairs in line with the recommendations of the Croatian Institute of Public Health. In order to comply with the full capacity of the restaurants and bars that we have specified, meals may be taken in shifts. More information about the other health and safety measures that we have introduced is available at the following link https://www.camping-adriatic.com/health-safety
Do you have an emergency medical service in case of coronavirus symptoms?
The V care guarantee is Valamar’s healthcare package providing healthcare service and assistance to our guests 24/7. You also have a V-Health&Safety manager at your service who will provide all necessary healthcare services, such as online medical consultations, visits to medical facilities or Covid-19 testing appointments. Find out more at https://www.camping-adriatic.com/v-care-guarantee
What can we expect on your beaches?
We have reduced the capacity of sun loungers on all Valamar beaches to offer more space for our guests. All sets are disinfected after being used by each guest and we have also introduced numerous other highest safety standards as part of our improved V-Health&Safety programme. More information about this programme is available at the following link https://www.camping-adriatic.com/health-safety
What options do we have for checking in and checking out?
We have simplified our check-in procedure so you can check in online or use our safe protocols at the Front desk. You can also check in by yourself with your mobile phone via the MyValamar mobile app, on our website www.valamar.com, or at our interactive kiosk (available in some accommodation facilities) upon arrival at the facility. If you prefer to check in and out without using technology, we offer the regular procedure with precautions such as a minimum distance between guests.
Will we be able to move freely in town while keeping social distance?
Both locals and guests can move freely in town. However, the recommendation on the importance of social distancing for the common good is still in force. Find out more at https://croatia.hr/hr-HR/koronavirus-covid-19-pitanja-i-odgovori
Will wearing face masks be mandatory in certain parts of the campsite?
Current regulations of the Croatian Institute of Public Health do not require the wearing of masks outdoors. Wearing face masks is mandatory indoors. As part of our improved V-Health&Safety policy, we have ensured a comprehensive approach to a safe and carefree holiday. Further details are available at the following link https://www.camping-adriatic.com/health-safety
How will children’s entertainment programmes and children’s pools be organised?
Valamar follows the recommendations of international, European and national health organisations concerning kindergartens and applies them to all Maro amenities for children while implementing the highest hygiene standards. We have modified our programmes according to the current situation by limiting the number of children in Maro clubs and disinfecting all toys and common areas at least twice a day. Also, the prescribed minimum distance, disinfectants and all other improved hygiene standards will be ensure in all common areas. You can learn more about this https://www.camping-adriatic.com/health-safety
Will additional campsite amenities (sports playgrounds, cinema and similar) be available?
Various campsite amenities will be available for use while adhering to the necessary preventive measures. You can learn more about our V-Health&Safety programme at https://www.camping-adriatic.com/health-safety
How will breakfast be served?
We have reduced the maximum capacity of all our accommodation facilities by 20% and also the capacities of our restaurants and bars in order to ensure a safe distance between tables/chairs in line with the recommendations of the Croatian Institute of Public Health. Guests shall serve food to themselves at the buffet integrals, while wearing face masks and previously using hand sanitisers that are available in various locations in the restaurant.
Can we get breakfast in our room?
Guests can order room service breakfast: information about this service is available at the Front desk of the facility. (Room service is not available in Sunny Hotels & Resorts.)
Which countries belong to the European Economic Area (EEA)?
European Economic Area (EEA): United Kingdom, Iceland, Liechtenstein, Norway, Switzerland, Andorra, Monaco, San Marino and Vatican City.
How can I contact you?
Contact the Valamar reservation centre by calling +385 52 465 000 or at email@example.com.