House rules

House rules at Rocca Riviera apartments in Umag, Istria are designed to ensure a peaceful, safe and comfortable stay for all guests. Please review the guidelines below before and during your stay.

Dear guests,

During your stay, the Rocca Riviera team remains at your disposal for any information or assistance you may require. To make your stay as pleasant and comfortable as possible, we kindly ask you to familiarise yourselves with the following house rules, reservation terms and cancellation policy.

1. Reservation confirmation and payment

A reservation inquiry is not a confirmed booking. A reservation is confirmed only after Rocca Riviera confirms the booking in writing and confirms receipt of the advance payment or full payment.

For direct bookings, guests are required to pay a minimum advance payment of 30% of the total reservation value. Guests may also choose to pay the full amount in advance.

Direct booking is usually 7 to 10% more affordable than booking through Booking.com, depending on the payment method and related transaction costs.

Guests are required to pay for accommodation and services in accordance with the confirmed booking or the applicable price list. If the stay is extended, additional nights will be charged according to Rocca Riviera’s current price list.

Rocca Riviera reserves the right to request payment in advance.

2. Cancellation policy

For direct bookings with a discount, free cancellation is possible up to 21 days before arrival. In this case, the advance payment will be refunded, reduced only by applicable bank, card or transaction costs.

For cancellations made less than 21 days before arrival, the 30% advance payment is retained as a cancellation fee.

If the guest has paid the full amount and cancels less than 21 days before arrival, Rocca Riviera may retain 30% of the reservation value and refund the remaining balance, reduced by applicable bank, card or transaction costs.

For cancellations made 7 days or less before arrival, no refund is guaranteed. Date changes may be considered subject to availability.

In case of no-show or early departure, paid amounts are not refundable.

If Rocca Riviera is unable to provide the confirmed accommodation, the guest will be offered an alternative solution where possible, a change of dates, or a refund of the amount paid for the unavailable service.

3. Check-in and check-out

Unless otherwise agreed, check-in is available from 15:00.

Check-out time is until 10:00.

If you wish to extend your stay or request a late check-out, please inform Rocca Riviera staff in due time. Subject to availability, late check-out may be confirmed at an additional charge of 50% of the apartment rate for check-out until 18:00, or the full apartment rate for check-out after 18:00.

4. Registered guests and apartment visits

Rocca Riviera may accommodate only properly registered guests. For this reason, all guests are required to present a valid national ID card, passport, or other valid proof of identity immediately upon arrival.

Apartment visits are not allowed. Only registered guests may stay in the apartments.

5. No pets policy

Pets are not allowed at Rocca Riviera.

Guests arriving with pets will not be admitted to the apartment. In such cases, the reservation will be treated as a guest cancellation or no-show, and paid amounts will not be refunded.

By confirming the reservation, the guest acknowledges and accepts the no-pets policy.

7. Children, pool, gym, sauna and extra beds

Children must be supervised at all times in the apartments and public areas. Parents or guardians are fully responsible for the safety and behaviour of their children throughout Rocca Riviera.

Children under the age of 14 must be accompanied by an adult in the pool area.

Use of the gym and sauna is strictly prohibited for children under the age of 16.

Some apartments may allow one child or an extra bed upon request and subject to availability.

8. Smoking, safety and prohibited items

Rocca Riviera is a completely smoke-free property. A smoking fine of EUR 300 applies in case of violation.

Guests are not allowed to bring flammable, explosive, or strong-smelling substances into Rocca Riviera.

The use of personal electrical appliances is not permitted, except for devices intended for personal hygiene, such as electric razors, hairdryers, or similar items.

9. Apartment care, damages and inventory

Please take good care of the furniture, equipment, and apartment inventory. Any damage caused during your stay, whether intentional or unintentional, will be charged to the guest.

Apartment inventory, including pillows, blankets, towels, and similar items, is intended for use during your stay and must not be removed from the apartment.

Before leaving the apartment, please make sure that all taps are turned off, all lights are switched off, and the apartment doors are securely closed.

In case of key loss, please inform Rocca Riviera staff immediately. Lost keys are charged EUR 100, so we kindly ask you to handle them carefully.

10. Valuables, vehicles and guest responsibility

Rocca Riviera shall not be held responsible for valuables that are not stored in the in-room safe.

Rocca Riviera is not responsible for any damage to guests’ vehicles.

11. Staff access to the apartment

Rocca Riviera staff will not enter your apartment without prior consent, except in cases of maintenance, cleaning, violation of the house rules, or reasonable concern that harm or damage may occur to persons, property, or the apartment itself.

12. Health and safety

Rocca Riviera reserves the right to refuse accommodation to a guest arriving with a contagious disease. If illness occurs during the stay, guests are kindly asked to notify the staff.

In case of serious illness, guests may be requested to seek appropriate medical care at a nearby healthcare facility.

During epidemics or similar public health situations, Rocca Riviera may apply precautionary measures at its own discretion or in accordance with instructions from local authorities.

13. Complaints and disputes

Any complaints by individual guests, agency guests, or contractual guests must be submitted during the guest’s stay at Rocca Riviera. Complaints submitted after departure may not be accepted.

Written complaints may be submitted by email to info@roccariviera.hr. Rocca Riviera will respond in writing within 15 days of receiving the complaint.

Any disputes that cannot be resolved by mutual agreement shall be submitted to the competent local authorities.

Thank you very much for your understanding and cooperation. We wish you a pleasant and relaxing stay at Rocca Riviera.

For booking details and apartment information in Umag, please visit our Apartments page or contact the Rocca Riviera team.