FAQ


1. HOW CAN I JOIN THE ISTRA CAMPING CLUB PROGRAMME?

Any individual person of legal age can join the Club by filling in the necessary information in the application form, via the online application form or by scanning the QR codes on the promotional materials within the facility.

2. WHY THERE ARE NO POINTS IN MY ACCOUNT?

There are many reasons why guests do not have points on their account, and the most common ones are:

  • Accommodation is not booked through direct channels of Plava Laguna (Contact Centre, online booking through istracamping.com, reception desk);
  • Mistake at check-in – the guest is obliged to show his/her card number;
  • When registering for the Club, the guest did not write his/her full name on the documents;
  • The bill was paid by another person staying at the facility and sim.

For all inquiries regarding the lack of points, you can contact us at loyalty@istracamping.com or by calling +385 52 700 700.

3. HOW TO COLLECT POINTS?

There are several ways to collect points:

  • Payment of bills for the member’s stay in the accommodation unit booked via the direct channels of Plava Laguna (Contact Centre, online booking, reception);
  • Payment of bills for multiple accommodation units in the facility where the member is staying – must be requested at the reception;
  • Payment of bills in Plava Laguna hospitality establishments;
  • Through the Plava Laguna promotional activities.

For more information, read the terms and conditions.

4. HOW TO USE POINTS?

Points can be used to reduce the bill for your next stay if booked through direct channels of Plava Laguna (Contact Centre, online reservation, reception desk).

5. ARE THERE LEVELS OF MEMBERSHIP IN THE ISTRA CAMPING CLUB PROGRAMME?

Yes, there are two levels of membership in Istra Camping Club – Standard and Premium.

6. WHAT ARE THE BENEFITS OF MEMBERSHIP FOR EACH OF THE LEVELS?

All the details about membership benefits can be found here.

7. WHERE CAN I FIND THE RULES OF THE LOYALTY PROGRAMME?

You can find the loyalty programme rules here.

8. WHEN WILL MY POINTS BE VISIBLE ON MY ONLINE PROFILE?

Points are visible on your online profile 7 days after paying the accommodation bill.

9. HOW MANY POINTS DO I HAVE?

You can check the status of your points on your online profile or contact us at loyalty@istracamping.com / by calling +385 52 700 700.

10. HOW LONG ARE MY POINTS VALID?

Collected points are valid for 3 years from the date of collection.
You can check the validity of your points at loyalty@istracamping.com or by calling +385 52 700 700.

11. IS IT POSSIBLE TO COLLECT POINTS FOR THE STAY OF GUESTS FROM ANOTHER ACCOMMODATION UNIT, IF WE ARE STAYING UNDER THE SAME BOOKING?

Yes, it is possible to collect points for several accommodation units. The guest should indicate this at the reception of the facility in which they are staying and request payment of the bill, thereby becoming the holder of the bill. This is only possible for accommodation units located in the same campsite.

12. WHAT’S MY LOYALTY CARD NUMBER?

You can check your loyalty card number in the welcome e-mail you received when you joined the Club online. Loyalty card numbers can also be checked at loyalty@istracamping.com or by calling +385 52 700 700.

13. WHAT IF I LOST MY LOYALTY CARD?

To gain access to all the benefits of your membership, you simply need to present the membership number, which can be found in the welcome e-mail delivered upon online registration. Contact us at loyalty@istracamping.com or by phone at +385 52 700 000 to find out your membership number.
*A permanent loyalty card may be issued at the request of the member.

14. I FORGOT MY PASSWORD, HOW CAN I RESET IT?

If you’ve forgotten your password, you can start the Forgotten Password process on the link below the online profile login form.

15. WHY CAN’T I LOG IN TO MY ONLINE PROFILE?

There are many reasons why you can’t log in to your online profile:

  • If you still haven’t, activate your online account (valid if you’ve joined the programme at the reception desk);
  • When logging in, make sure you’ve entered the correct card number and e-mail address;
  • Make sure you’ve entered the correct password.

Each case is specific, so if you can’t log in to your online profile, we suggest you contact us at loyalty@istracamping.com or by calling +385 52 700 700.

16. WHY DON’T I SEE RESERVATIONS ON MY ONLINE PROFILE?

There are many reasons why a member does not see reservations on his/her online profile.
The most common ones are:

  • The reservation was made by another person who is not a loyalty member;
  • The guest made a reservation with full name and surname, and when registering for the Club he/she left out one surname or sim.;
  • The reservation was not made through direct channels.

Once again, we recommend contacting us at loyalty@istracamping.com or calling +385 52 700 700.

17. WHY DO I HAVE MULTIPLE CARDS IN YOUR SYSTEM AND I CAN’T LOG IN?

If you are unable to log in to your online profile with any of the cards you hold, please send us a screenshot of the message that appears when you log in to your online profile at loyalty@istracamping.com.

18. WILL I GET RESERVATION POINTS EVEN THOUGH I AM NOT STAYING AT THE FACILITY?

Only a member who has stayed at the accommodation facility is entitled to points.

19. I MADE A RESERVATION, HOW MANY POINTS WILL I GET FOR IT?

Points are calculated after the bill for the stay has been paid. The loyalty programme member receives 2%–4% of the value of each stay, depending on the membership level, expressed in points added to your card account.

20. WHEN WILL I RECEIVE THE CARD?

You don’t need a permanent loyalty card to gain access to all the benefits of your membership – you simply need to present the membership number, which can be found in the welcome e-mail delivered upon online registration.
*A permanent loyalty card may be issued at the request of the member.

21. CAN I GIVE MY CARD TO ANOTHER FAMILY MEMBER WHO WILL BE STAYING AT THE FACILITY?

The Istra Camping Club card is not transferable and may not be used by another person. If a family member is interested in joining the Club, we kindly ask you to instruct them to join in person or online at istracamping.com.

22. I WANT TO UNSUBSCRIBE FROM THE NEWSLETTER RECIPIENT LIST.

If you wish to unsubscribe from the newsletter recipient list, please send an unsubscribe request to loyalty@istracamping.com.

23. I WANT TO CANCEL MY MEMBERSHIP IN THE ISTRA CAMPING CLUB PROGRAMME.

If you wish to leave the Loyalty Programme, please send your application for cancelling your membership to loyalty@istracamping.com.

24. WITH MY FIRST STAY AFTER REGISTERING FOR THE ISTRA CAMPING CLUB I MET THE CONDITIONS FOR THE PREMIUM LEVEL, WHY WEREN’T MY POINTS CALCULATED AT 4%?

For the first bill after registering the Club, you are only entitled to the Standard membership level benefits.

25. HOW TO BECOME A PREMIUM LEVEL MEMBER?

You become a Premium level member after meeting one of the following conditions: staying 14 or more nights or spending 500.00 EUR per stay per year.

26. MY BILL WAS OVER 500.00 EUR / MY STAY WAS LONGER THAN 14 NIGHTS, WHY WEREN’T MY POINTS CALCULATED ACCORDING TO THE PREMIUM LEVEL MEMBERSHIP?

Be sure to contact us at loyalty@istracamping.com or by calling +385 52 700 700.

27. HOW COME I AM NO LONGER A PREMIUM LEVEL MEMBER?

Premium level membership is acquired if the conditions of staying longer than 14 nights during the calendar year or spending more than 500.00 EUR of the accumulated costs of the member’s stay and the persons accompanying him/her during the calendar year are met. Premium level membership lasts through the next calendar year, after which a new billing period begins.

28. I HAVE A QUESTION REGARDING THE ISTRA CAMPING CLUB MEMBERSHIP THAT IS NOT LISTED HERE, WHO SHOULD I CONTACT?

For any doubts and questions, please contact us at loyalty@istracamping.com or by calling +385 52 700 700.


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