Support & FAQ

Here you'll find answers to the most common questions. First, please choose whether you're a guest or a host.

Frequently asked questions from guests

How do I book an accommodation on adrialo?

Once you have found your accommodation on adrialo.eu, first mark with two clicks a) your arrival date and b) your departure date. Our system then calculates the exact rental price based on the nights booked. (Also take any additional costs payable on rental into account.)

If the host offers instant booking (Fixbooking):
If everything fits, click “Book now” and enter your details.
Next we need the number and age of all travelling guests. Please use each person’s age on the date of ARRIVAL. This is required so we can calculate the tourist tax in advance.
You may then be able to select optional extras.
At the bottom of the booking page you will find a breakdown of your trip costs.
Pay via our payment provider Stripe®.
You will then receive an email with your booking details and a further email asking you to provide the details of all travelling companions. The host needs these to register you in the Croatian eVisitor system (tourist tax). This registration is mandatory.

If the host offers request booking:
If everything fits, click “Book now” and enter your details.
Next we need the number and age of all travelling guests. Please use each person’s age on the date of ARRIVAL. This is required so we can calculate the tourist tax in advance.
You may then be able to select optional extras.
At the bottom of the booking page you will find a breakdown of your trip costs.
When you have checked all details, click Send request. The host now receives your booking request and has 24 hours to accept or decline it. You will receive an email either way. If accepted, we send you an email with a payment link. Pay your booking there.
You will then receive an email with your booking details and a further email asking you to provide the details of all travelling companions. The host needs these to register you in the Croatian eVisitor system (tourist tax). This registration is mandatory.

Enjoy your stay!

How and when do I pay?

Pay ONLY via the methods offered on adrialo.eu. Never make payments outside adrialo.eu (e.g. a manual bank transfer or PayPal to friends)! Only then can we guarantee secure payment and handling. We use exclusively the payment provider Stripe®, which offers you several payment options.

What is the tourist tax and do I have to pay it?

Short answer: yes, you do. Tourist tax is a legally required overnight and stay levy that tourists and certain other persons must pay for every night in Croatia. Exceptions include stays of 30 days or more, children under 12, persons with a degree of disability of 70% or more and their accompanying persons, and certain professional, school or business stays. It funds local infrastructure and tourism. The amount is not uniform and varies by municipality. As a rule the host collects the tax and forwards it to the tourism authority.

Can I cancel my booking?

Yes. You need to contact the host promptly. Adrialo.eu is not a tour operator; it only mediates accommodation, so we cannot process the cancellation with you in the host’s name. You will find all host contact details on your booking invoice. Contact the host and briefly explain the situation. Please note that cancellation fees may apply. The host retains these from the amount already paid and transfers any remaining difference to you.

Alternatively you can always find a substitute (for example a friend) who takes the trip in your name. Please inform the host so there are no misunderstandings on arrival.

How do I contact the host?

You will find the host’s contact details on your booking invoice. Ideally contact the host by email because of possible language differences. The host can then use tools to translate your message and avoid misunderstandings.

How can I review an accommodation?

After your trip we automatically send you an email asking you to rate the accommodation. To limit abuse as far as possible we only publish the star rating, not the written review. We evaluate the written review internally and use it for any consequences for or against the listing.

Where can I find reviews for accommodations?

Adrialo.eu does not use a conventional public review system. Why? We looked at countless review setups on platforms, in countries and across industries. Everywhere we found that these systems can be manipulated or already have been. They suggest a security to guests that in most cases is not really there.
The other side – negative reviews – often paints a distorted picture as well: bad reviews because pictures hang crooked, TV channels were not programmed, or broken glass was found on the beach. Some of that may have a point. Many such reviews still do not help the next guest judge the stay honestly.
That is why we limited the public rating to a star categorisation only. You will find it at the bottom of each listing.

Is booking on adrialo safe?

Yes. Payments are processed exclusively via Stripe®. Never pay the host outside the platform. Your booking confirmation and invoice document the contract. Hosts are verified (licence, eVisitor, OIB). If something goes wrong on site, contact the host first and then our support.

Which documents do I need to bring?

A valid identity document (passport or ID card) for every traveller. The host needs these data for the mandatory eVisitor registration.

May the host keep or photograph my passport?

The host may record the data required for eVisitor. Keeping your passport or storing copies without a legal basis is not permitted. Hand over the document only for the registration process and take it back immediately.

The host is asking for more money after the booking – what now?

The prices shown on adrialo are binding. After a confirmed booking the host may not demand extra rent. On-site charges that were clearly listed before booking (e.g. remaining long-term rent after the deposit, metered electricity) are a different matter. Anything else: refuse payment, document everything and contact our support.

The host wants to cancel my booking – what do I have to do?

A confirmed booking is a binding contract. The host cannot simply cancel. Contact our support immediately with your booking number. We will examine the case. You may be entitled to a refund and, where applicable, a replacement stay.

Are the prices shown on adrialo binding?

Yes. Later corrections by the host or price negotiations by the guest are not permitted.

By when / from when do I have to arrive? When do I have to leave?

Check-in and check-out times are on the listing page and, after you have booked, in the confirmation email and on the invoice. Please stick to them. If you will be late, tell the host in good time.

On site: this is not the accommodation I booked.

Tell the host immediately and compare the property with what is shown on adrialo.eu. Insist that the contractually promised services are fulfilled and document everything with photos. Then inform our support.

On site: I have found a camera in the accommodation.

Act immediately – this is a serious intrusion into your privacy and a criminal offence in Croatia.
A hidden camera in a holiday home (especially in a bedroom, bathroom or other intimate area) is illegal. It violates privacy (including under the Croatian criminal code) and the GDPR. Hosts must not install cameras in private indoor rooms of holiday homes – not even “for security”.
In exceptional cases (e.g. in a car park) cameras may be allowed. Check whether the host has marked them with a clearly visible sign.

What you should do now (step by step):

1. Do not touch or remove the camera. Leave it as you found it, otherwise evidence may be lost.
2. Document everything thoroughly: photos and video of the room, camera position, lens, cables, LEDs; note date and time; keep your booking confirmation and all messages.
3. Call the police immediately on 192 (Croatian police). State clearly that you found a hidden camera. This is the most important step.
4. Leave the accommodation if you feel unsafe. You may demand a full refund. Keep receipts for replacement lodging.
5. Inform adrialo.eu support at once.
6. Optionally also report to AZOP (Croatian data protection authority) and your travel insurer.

Do not investigate or dismantle the camera yourself. If you suspect recordings already exist, tell the police. This is not a trivial matter. Call 192, document everything and only open the door to the police.

Frequently asked questions from hosts

General use

What requirements do I need to become a host on adrialo.eu?

To list on adrialo you need:

- an operating permit from the Croatian tourism authority
- an active eVisitor account
- a valid OIB
- a business (Obrt, d.o.o. or similar)

What does using adrialo cost?

Simple, transparent pricing:

- Registration: free
- Every further property: free
- 4.9% commission per booking via adrialo.eu (excluding tourist tax)
- Last-minute alert: €9.90 per alert
- Off-season listing: €39.90 per year per property, commission-free

We also guarantee the commission rate valid at registration for a full 12 months.

Payments via adrialo also incur the Stripe transaction fee, which can vary by the guest’s payment method and country of residence.

How many properties can I offer as a host?

There is no limit – list as many properties as you like.

Do I need a new account for every property?

No. You can manage all properties in a single host account. You may still register a separate account for individual properties if you wish.

Can I import my calendar from Airbnb, for example?

Yes, via iCal. We currently support import from common portals such as Airbnb and Booking.com. If you need further options, we will set them up for you.

What features does adrialo offer hosts?

You will find a list of all features with a short description on our “All details at a glance” page.

Can I also send invoices via adrialo?

Yes. For every booking mediated by adrialo we automatically create an invoice – and a credit note if a cancellation involves a refund. Sending is bookkeeping-compliant.

How do I set up Stripe?

So that guest payments go to your own account (instead of staying with adrialo), connect Stripe in the host dashboard under the Stripe tab and complete identification. When everything is done, click “Check status” or reload the page shortly afterwards.

Where is my money?

With Stripe set up, your share of a booking payment goes to your connected Stripe account and is paid out according to the payout schedule. You can see the current payout delay and the status of each payout in your Stripe dashboard: tab “Stripe” → “Manage payment details”.

Bookings & handling

Can I also publish my property as a last-minute offer?

Yes, in a few clicks, provided the property is already published. A last-minute alert can start at most two months in the future. Only one last-minute alert can be active per property – when it expires or is booked, you can create another.

Can I also offer my property to long-term tenants?

Yes, via the off-season / long-term rental option. Guests book by the month and pay a deposit at booking. The remainder is collected by you on site. A later deposit is not allowed unless it was agreed in writing before booking.

How can I cancel a booking as a host?

Open the booking in the occupancy calendar and report the cancellation. Depending on the case, refunds of rent may be due to the guest. The adrialo commission is not refundable.

Alternatively contact the guest directly and offer a possible replacement property.

The guest wants to cancel. What do I have to do?

In the host dashboard open the property, go to occupancy, open the booking and follow the guest-cancellation process. After support approval, the refund (if any) is processed. If no automatic refund is possible, agree a repayment route with the guest.

I have a double booking. What now?

Causes vary. You are responsible for keeping calendars (including iCal) consistent. Contact support at once. We review the case and, if needed, release the affected dates.

I need to take my property off the market for a period. How?

Log into the host dashboard, select the property, open occupancy and mark the period in the calendar. In the box you can optionally add a reason and save. The period then appears as booked in the public calendar.

You can delete, extend or shorten the block in the same box at any time.

The guest wants to extend the stay. What now?

Two options:

Option 1: The guest books the extra period normally via adrialo.eu. You keep all data, and payment and invoice run as usual.

Option 2: You settle on site in your own system, file eVisitor yourself and invoice externally. To block the dates on adrialo, mark the period in the occupancy calendar and save the stay so others see it as occupied.

The guest is breaking house rules. What can I do?

First speak to the guest in person. If that fails, apply the consequences in your house rules.

Then send a short account to support@adrialo.eu, ideally with photos or screenshots. We handle the case promptly.

Technical problems with adrialo.eu

I cannot log in. Why not?

First check your password and capitalisation. If it still fails, use “Forgot password”. If that does not help, contact support.

I am missing an important option in the host dashboard.

Send your suggestion to support in as much detail as possible. We will assess it and, after internal agreement, add it for you or for everyone.

I have problems retrieving my data.

There is no blanket answer. Describe the issue to support via the support form as precisely as you can – we will get back to you.