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Firs of all, booking.com make everthing for our apartments (payment and so on) and our cancellation terms require notice of cancellation to be received more than 7 days before the date of arrival.On 7 days before arrival booking.com debit the guests credit card. We don't want guests who book or cancel in last minute because we don't do that also to other hosts.So we have a few cancelation in a year (7 days before arrival).
We give our guests more than they expect, we give them 110% service. Although our apartment is 3-star category, we provide 5-star service. Every new guest is welcomed by personal greeting, welcome drink and something sweat and watermelon in summer time. We always tend to make check-in in person, to show them that our place is now their place. We always use high quality cosmetic products in full size containers, every room has mobile phone charger for various devices, our kitchen is fully equipped and we provide lot of toys for our smallest visitors. Also, for us guest experience starts with the first message confirming the reservation- we never use message template, always try to be helpful, cheerful and smile a lot.
DeLux Apartments Zagreb