FAQ list

*** ABOUT US ***

Who is NEST?

How long has your company existed?

What are serviced apartments / short term rental?

What types of clients does Nest serve?

What languages do you speak?

What differs Nest from a hotel?

What are the advantages of staying with Nest rather than a hotel?

Where can I visit you?

*** APARTMENTS ***

What types of apartments are available?

What size apartments do you have available?

How many persons can share an apartment?

How can I find out your prices?

Can I view an apartment prior to reserving it?

How are the apartments equipped?

Is there a lift in the apartment buildings?

Are animals allowed?

Is there a telephone line in your apartments?

Is there Internet access in your apartments?

Is there air conditioning in your apartments?

What TV channels are available in the apartments?

What kitchen appliances do you provide?

What is the difference between Kitchen and Kitchenette?

Do you have baby beds available?

What other baby equipment do you have available?

Are the apartments centrally located?

Are your apartments in safe areas?

Where can I park my car?

*** SERVICES AND EXPENSES ***

Are linen and towels provided in the apartments?

What isn't included in the rental fee?

What is included in the apartment rent?

What is a check-in fee and why do we have to pay it?

Is breakfast included?

Do you have a 24 hour emergency telephone number?

*** RESERVATION ***

How do I reserve an apartment?

When and how is my reservation confirmed?

How much is the advance payment?

Do I get the advance payment back in case I cancel my reservation?

How much time in advance should I make a reservation?

What information do you need for the reservation?

Can I view an apartment prior to reserving it?

Can I book for one or two nights? Is there a minimum length of stay?

When must I pay the entire rent?

Do I get my money back if I leave earlier than expected?

*** PAYMENT ***

How do I pay?

When must I pay for the entire rent?

Is it safe to send a credit card number via email?

Are rates per person or per night?

What is your discount policy? Are there discounts for long term stays?

Is there tax on furnished apartments?

What does VAT stand for and what does it mean?

Is it possible to get an invoice for our payment?

*** ARRIVAL AND DEPARTURE ***

How do I get to the apartment?

Where do we pick up the keys for the apartment?

What time can we check in/out?

The addresses for the apartments are not listed, how do we know where to go?

What happens if I have a problem on arrival?

What if I am late during my arrival?

How to get from Zagreb airport to the city centre?

If I want to extend my stay, how can I do it?

*** DAMAGE ***

What if I break a piece of furniture during my stay?

HOW CAN I FIND OUT MORE?

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*** ABOUT US ***


Who is NEST?

Nest is run by a young enthusiastic group who saw there was a shortage of serviced apartments to rent for shorter periods in Zagreb and decided to right this wrong by providing a quality service to anyone staying in Zagreb temporarily.

How long has your company existed?

Never Stop – Nest was founded in 2002 in Zagreb as the first serviced apartment / short term rental provider. We still hold the leading position in serviced apartments / short term rental in Zagreb.

What are serviced apartments / short term rental?

A serviced apartment / short term rental is a flexible alternative to a hotel. It offers business travellers a base to work from (each apartment has broadband Internet connection), a place to entertain clients or friends and it provides tourists and families a home away from home for a few days, a few weeks or more.

What types of clients does Nest serve?

Nest welcomes anyone who is planning to make Zagreb its temporary home. A majority of Nest guests are foreign business people that come to Zagreb to work, and somewhat fewer, but just as precious to us, are tourists passing through Zagreb.

What languages do you speak?

Besides Croatian, our working language is English.

What differs Nest from a hotel?

Serviced apartments for short stays offer guests all the advantages of a fully furnished apartment with the convenience of hotel style cleaning and linen services. Nest provides a new standard of accommodation for business people and tourists tired of living in hotels and seeking the comforts and privacy of home, together with extra space, flexibility and independence.

What are the advantages of staying with Nest rather than a hotel?

There are cost advantages with staying in Nest apartments. On average our rates are 30 % to 50% less than those of hotels. Apartments provide you with more space and privacy than hotel rooms. Our kitchens provide you with an alternative to high priced room service meals and an “at Home” atmosphere for cooking or entertaining. If you are staying with children, needless to say it is so much easier to follow their rhythm in an apartment than a hotel, especially when it comes to mealtimes.

Where can I visit you?

As we spend a lot of time outside the office please let us know in advance if you want to see us. The best way to contact us is by email: nest@nest.hr or telephone: +385 (0)91 6378 111

*** APARTMENTS ***


What types of apartments are available?

Nest provides a selection of studios, one and two bedroom apartments. A Studio is typically understood to be a self-contained sleeping and living area with separate kitchen and bathroom. Larger apartments provide a separate living area/kitchen, bathroom and one or more bedrooms.

What size apartments do you have available?

Nest offers a wide selection of studios, one-bedroom and two-bedroom apartments, featuring full kitchens or kitchenettes and separate living areas and bathrooms. Average floor plans measure: studio apartments - 30-35 sq. meters, one-bedroom apartments - 45-55 sq. meters, two-bedroom apartments - 55-75 sq. meters.

How many persons can share an apartment?

Studio apartment are normally for 2 persons maxium, 1 bedroom apartments have a double bed in the bedroom, and two bedroom apartments take two persons per bedroom. In some apartments sofa beds may be provided with an extra bed linen at an additional charge to increase the sleeping capacity of the apartment.

How can I find out your prices?

Our prices are not listed on the page but you can contac us by email for an offer. Each time you send us a concrete request for an apartment providing us with all the details, we send you an offer with the exact amount you will need to pay.

Can I view an apartment prior to reserving it?

If the apartment is occupied at the time you would like to see it, it is not possible to see it. We have a strong policy of not disturbing the privacy of our guests unless it is an emergency. If the apartment is vacant, you can see it at any time arranged previously with one of our representatives.

How are the apartments equipped?

All our apartments are equipped with basic utilities that you might need for a comfortable stay. This includes TV (SAT or Cable), telephone, Internet access, air-condition, equipped kitchen or kitchenette. To see more details about each apartment, please visit our Apartment catalogue at  http://nest.hr.win7.mojsite.com/Apartments-rent/Studio-apartments/Default.aspx where this information is provided.

Is there a lift in the apartment buildings?

We take special care when selecting our apartments not to take any apartment that is higher than the second floor if the building does not have a lift. Just in case we do make an exception, please refer to our apartment catalogue for details on the floor and lift situation.

Are animals allowed?

Animals are allowed in our apartments without additional fee.

Is there a telephone line in your apartments?

All Nest apartments have their own direct dial telephone.

Is there Internet access in your apartments?

All our apartments have ADSL (broadband Internet connection), whether wired or wireless.

Is there air conditioning in your apartments?

All Nest apartments do have air conditioning with one or two exceptions. Please refer to our Apartment catalogue for a specific answer to this question for each apartment.

What TV channels are available in the apartments?

All Nest apartments have either SAT/TV or Cable TV. Unfortunately we do not provide a list of the channels available in each apartment, and this differs from apartment to apartment.

What kitchen appliances do you provide?

All our kitchens and kitchenettes are fully equipped for cooking. Please refer to our Apartment catalogue for more information about the utilities in each apartment.

What is the difference between Kitchen and Kitchenette?

Kitchenettes are generally smaller handy kitchens, while kitchens provide the full capacity for cooking. While kitchenettes may vary in equipment, our kitchens are provided with a stove and oven, fridge, some have dishwashers, etc.

Do you have baby beds available?

Baby beds are available for an additional charge upon request.

What other baby equipment do you have available?

Apart from the standard baby bed we a special “baby packet” that you can take for a symbolic price and use during your stay. This packet consists of a baby bed, stroller, high chair, changing mat and optional car seat. If you take the packet you get a packet of nappies and wet wipes FREE OF CHARGE.

Are the apartments centrally located?

All of our apartments, with one or two exceptions, are situated in the city centre. You can see the location of each apartment in our Apartment catalogue map.

Are your apartments in safe areas?

Most of our apartments are located in the city centre, walking distance from the main square Trg bana Josipa Jelacica, or close areas. Zagreb is generally considered a safe city and any area we keep apartments in are also considered safe. Nevertheless, you should keep an eye on your belongings, especially in public transport.

Where can I park my car?

Few of our apartments have parking places in their courtyard. For the others, you can park in most streets in the city centre for a hourly or daily fee. Apartments that are located in the wider centre usually have free parking in the street. Please refer to our Apartment catalogue for an answer to this question for specific apartments.

*** SERVICES AND EXPENSES ***


Are linen and towels provided in the apartments?

Linen and towels are provided and included in the list price of our apartments. We normally provide one set of linen and one set of towels per person. It is important that you let us know how many persons are in your travel group so that we can provide the correct amount of towels and bed linen!

What isn't included in the rental fee?

The rent does not cover and you undertake to pay: telephone expenses (if you make any), the check-in fee for certain cases. Other than that we provide a range of additional optional services that can be requested for a special price.

What is included in the apartment rent?

The rent covers and Nest provides: All utilities (except for the telephone) - Cleaning once a week (for rents that last 11 days or more). - Changing of linen once a week (for rents that last 11 days or more) - Changing of towels once a week (for rents that last 11 days or more) - Welcome gift (for rents that last 8 days or more) - 24hrs emergency telephone number - Zagreb information pack.

What is a check-in fee and why do we have to pay it?

The reason we charge this fee is because we do not have a reception and our staff has to make special effort to work early and late hours or on Sundays and Public holidays. The check-in fee (146,40 kn) is charged as follows: # late check-in (after 22.00 hrs), on Sundays and public holidays. Check-in at any other time is free of charge.

Is breakfast included?

No, but there is no need as all apartments have a kitchen, and every apartment has several restaurants in its area.

Do you have a 24 hour emergency telephone number?

There is a 24 hour emergency telephone contact number for emergencies during your stay. You will be provided with this number upon renting on of our apartments. If there is an emergency during working hours (9.00 - 17.00 hrs) please call the office first.

*** RESERVATION ***


How do I reserve an apartment?

When you choose an apartment you would like to reserve you can contact us about its availability. If the apartment is available you may confirm your reservation by paying an advance payment to Nest within 24 hours by credit card, bank transfer or in cash. We shall send you all the neccessary information to do this. If we do not receive the advance payment within 24 hrs we may offer the apartment to another Client.

When and how is my reservation confirmed?

Your reservation is confirmed once we receive the advance payment. You shall get a Reservation Confirmation in written form (either by email, fax or post).

How much is the advance payment?

The advance payment amounts to three days rent, full price.

Do I get the advance payment back in case I cancel my reservation?

We do have a refund policy, the percentage of the refund depending on how late the reservation in cancelled or moved. You will receive more information about this prior to making the reservation deposit payment.

How much time in advance should I make a reservation?

We do not confirm reservations very far in advance. We confirm reservations about 1-2 months in advance, as it is often the case that our current guests decide to prolong their stay. However, if you would like to reserve an apartment, you may let us know your choice and we make a note of this and let you know about its availability in due time, or give you an alternative option.

What information do you need for the reservation?

You may use our reservation/inquiry form on our home page to send us the necessary information. In case you just decide to send us an email let it include the following: What dates do you wish to arrive and depart? We need to know the exact dates in order to confirm availability or to make a reservation. If you are flexible, please also provide us with your alternative dates in priority order. Do you have special requirements? How many persons will be travelling? What kind of bedding do you need (doubles, twins, sofa beds)?

Can I view an apartment prior to reserving it?

If the apartment is occupied at the time you would like to see it, it is not possible to see it. We have a strong policy of not disturbing the privacy of our guests unless it is an emergency. If the apartment is vacant, you can see it at any time arranged previously with one of our representatives.

Can I book for one or two nights? Is there a minimum length of stay?

Our minimum length of stay is three consecutive nights for the pricelist price. If you want to stay two nights the price is 25% higher.

When must I pay the entire rent?

An advance payment is paid in advance, while the balance of the rent must be paid upon check-in. In case you plan to stay over several months, there is a possibility of arranging the payment in monthly instalments.

Do I get my money back if I leave earlier than expected?

We do have a refund policy. You will receive more information about this prior to making the reservation deposit payment.

*** PAYMENT ***


How do I pay?

Payments can be made in kuna by cash, Visa, Mastercard or bank transfer. If you choose to pay in a currency other than Croatian Kuna, Nest uses an Exchange Rate based on the Buying rate of Volksbank d.d. Zagreb.

When must I pay for the entire rent?

An advance payment is paid in advance, while the balance of the rent must be paid upon check-in. In case you plan to stay over several months, there is a possibility of arranging the payment in monthly instalments.

Is it safe to send a credit card number via email?

Generally, it is not safe to send your Credit Card number in emails. However our on-line payment system is secure and safe.

Are rates per person or per night?

All apartments are priced per apartment on a nightly basis. This covers the standard number of beds in the apartment. If you want to use an additional sofa bed, extra linen is provided for a small weekly fee (full fee is charged also for stays shorter than 7 nights).

What is your discount policy? Are there discounts for long term stays?

Yes, provided the entire rent is paid for in advance we provide discounts depending on your length of stay. Our regular guests have an even larger discount programme.

Is there tax on furnished apartments?

We charge 23% VAT on all our prices, and this tax is included in our nightly rates.

What does VAT stand for and what does it mean?

VAT stands for value added taxes. This is a system of taxing used all over Europe. Any time there is a transaction between a private and a company in Croatia, there is a 23% charge. Never Stop is a company and we must, by law, charge VAT.

Is it possible to get an invoice for our payment?

Yes.


*** ARRIVAL AND DEPARTURE ***


How do I get to the apartment?

You may get to the apartment yourself or you may use our Taxi service. You will be provided with the apartment address in the Reservation Confirmation that you will receive upon paying in the reservation deposit.

Where do we pick up the keys for the apartment?

When you arrive at the apartment building you will be met by a Nest representative who will show you the apartment, receive the remaining balance and give you the keys. If asked for in advance, you may receive up to two sets of keys.

What time can we check in/out?

Apartments are reserved from 3pm on the day of arrival to 11 am on the day of departure. All additional hours will be charged as an additional day unless otherwise agreed.

The addresses for the apartments are not listed, how do we know where to go?

Once we have received the reservation deposit for your apartment, we will send you confirmation including contact numbers for check-in and the address of the apartment. We shall also provide you with the apartment telephone number. We believe that it is prudent not to publish this info and only send it to our paying customers.

What happens if I have a problem on arrival?

For any kind of help you can contact Nest within office hours (9.00 – 17.00 hrs Croatian time, Mon-Fri) at 00385 91 6378 111 or the mobile numbers provided to you in the Reservation Confirmation letter. For example, we often serve as the middleperson between the airport and our guest when luggage is lost etc.

What if I am late during my arrival?

As a Nest representative waits in the street at the agreed arrival time, we would appreciate it if you would let us know of any delays in your arrival time. You can contact Nest within office hours (9.00 – 17.00 hrs Croatian time, Mon-Fri) at 00385 91 6378 111 or the mobile numbers provided to you in the Reservation Confirmation letter.

How to get from Zagreb airport to the city centre?

•TAXI - This is the easiest and quickest way. It takes about 30 min. •BUS - Every 30 min there is a bus departing to the Main bus station (Autobusni kolodvor) in the city centre. Upon request we can also organize a reliable taxi for you from the Airport to any of our apartments for a fixed charge of 150 kn (about 20 Euros) paid directly to the taxi driver.

If I want to extend my stay, how can I do it?

Please contact our reservations team to check availability. Providing the apartment is available on the dates that you wish to extend, this will easily be facilitated. If your apartment is unavailable, we will make every effort to offer you an alternative. If you think there is a possibility that your stay will be extended when you book, please let us know as when we take further bookings this will be taken into consideration.

*** DAMAGE ***


What if I break a piece of furniture during my stay?

If something in the apartment is broken during your stay, you will be required to pay for any repairs or replacements. The cost of repairing a broken object or any other damage in the apartment shall be calculated based upon the actual cost of repairing this object or damage. If it is not possible to repair the damage, the Client undertakes to replace the broken object with an equivalent.

HOW CAN I FIND OUT MORE?

Please contact us by phone, fax or e-mail. Telephone: +385 1 4873 225 or mobile +385 91 6378 111 Fax: +385 1 4818 748 Email: nest@nest.hr