FAQ


1. HOW CAN I JOIN THE PLAVA LAGUNA CLUB PROGRAMME?

Any natural person of legal age can join the Club by filling in the necessary information in the application form at the reception desk of the accommodation facility, 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 plavalaguna.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@plavalaguna.com or by calling +385 52 700 700.

3. HOW TO COLLECT POINTS?

There are several ways to collect points:

  • By paying the bill for the stay booked through direct channels of Plava Laguna (Contact Centre, online reservation, reception desk);
  • By paying the bills in the Plava Laguna restaurants and bars;
  • Club Ambassador;
  • 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. WHAT ARE THE BENEFITS OF MEMBERSHIP?

All the details about membership benefits can be found here.

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

You can find the loyalty programme rules here.

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

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

8. HOW MANY POINTS DO I HAVE?

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

9. 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@plavalaguna.com or by calling +385 52 700 700.

10. HOW CAN I BECOME A CLUB AMBASSADOR AND EARN EXTRA POINTS?

A Club member who brings a new guest to our hotels / apartments (who stays in the accommodation facilities for the first time) receives 10% of the value of the new guest’s stay, expressed in points.
When booking accommodation, the new guest must state the name and surname of the Club Ambassador and state his/her card number.
The ambassador will be credited with points only after his/her friend pays the accommodation bill at the reception desk.
The above refers only to reservations made through the Contact Centre.

11. 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@plavalaguna.com or by calling +385 52 700 700.

12. WHAT IF I LOST MY LOYALTY CARD?

You can request a new card via your online profile or by inquiring at loyalty@plavalaguna.com / by calling +385 52 700 700. You will receive the card the next time you visit us at one of our destinations.

13. 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.

14. 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 are having issues logging in, please check one of the following:

  • 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@plavalaguna.com or by calling +385 52 700 700.

15. 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@plavalaguna.com or calling +385 52 700 700.

16. 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@plavalaguna.com.

17. 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.

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

Points are calculated after the bill for the stay has been paid. E.g. If your bill totals € 500, you’ll receive 500 points.

19. WHEN WILL I RECEIVE THE CARD?

The member receives a permanent card at the reception desk on his/her next arrival at one of our destinations.

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

The Plava Laguna 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 plavalaguna.com.

21. 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@plavalaguna.com.

22. I WANT TO CANCEL MY MEMBERSHIP IN THE PLAVA LAGUNA CLUB PROGRAMME.

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

23. I HAVE A QUESTION REGARDING THE PLAVA LAGUNA CLUB MEMBERSHIP THAT IS NOT LISTED HERE, WHO SHOULD I CONTACT?

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


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