Frequently asked questions

We have three annual plans: Sail (one apartment), Voyage (up to 5 units) and Fleet (agencies). Billing is annual, with no monthly cost. Details — including examples, discounts and add-ons like a .hr domain or premium design — are on the Pricing page.

No. There are only two fees and both are shown transparently: 0.5% per card transaction (universal, covers Stripe infrastructure) and a fixed marketplace fee (€5–€60) that applies only to bookings from the marekey.com marketplace — never to bookings from your own branded site.

No. Billing is yearly only. The reason is simple: apartment owners pay once for the season and don't want to deal with monthly invoices. If you cancel mid-year we don't prorate the refund, but the site stays live to the end of the period.

The setup fee isn't refundable because it covers real work (domain registration, site setup, content migration). The annual subscription isn't refunded pro rata, but the site and every feature stay active until the paid period runs out. Stripe fees on individual bookings are never refunded because Stripe doesn't refund them to us.

Each unit above the plan threshold is billed yearly at a fixed rate (e.g. €19/yr on the Voyage plan). The system won't block you — you simply pay the difference at the next cycle. If you regularly need more units, moving to a higher plan is more cost-effective.

Yes, we occasionally run local promotions (e.g. Malinska, Krk) with special first-year pricing. Active promotions appear on the Pricing page. We also have a referral programme — if you refer a colleague to MareKey, you both get credit toward the next year.

Most owners finish basic setup in 10 to 15 minutes — name, address, a few photos, prices and a basic description. The site is technically online within 5 minutes of choosing a plan. The domain activates within 1–24 hours, depending on the registry.

Yes, we support three scenarios: 1) registering a new domain through us (free for .com / .net / .info / .eu / .me), 2) transferring an existing domain to us, 3) keeping your domain at your current registrar and pointing the DNS to us. The third option is ideal if you have a free .hr domain from CARNet.

No. The whole process is a wizard: click, fill in a form, done. For more advanced steps (e.g. connecting a domain that lives in your Cloudflare account) we have step-by-step guides with screenshots. If you get stuck, email support replies within 24 hours.

Yes, we offer three layout pools (Origin, Reserve, Signature) and within each you can change colours, fonts, section order and hero photos without writing code. Heavier customisation (custom CSS) is available on the Fleet plan. Origin is included for free, Reserve and Signature are a one-off €49 / €99.

You can simply copy-paste them across — or send us a link and our team will migrate the basic content for free in the first 7 days. Booking.com photos aren't copyrighted as long as they're your own, so feel free to use them.

Minimum 8, ideally 15–25. Cover every room, the bathroom, the kitchen, the outside, and at least one night photo if you have lighting. The system will tell you which sections are still missing photos before you push the listing onto the marketplace.

Through Stripe Connect — the world's largest card infrastructure. The guest enters their card directly on your site, the money lands in your Stripe account (not ours). We support Visa, Mastercard, Maestro, American Express, Apple Pay and Google Pay. Optionally you can also enable bank transfers or cash on arrival.

Stripe automatically pays out the balance every business day to your IBAN. For the first 7 days after the Stripe account is created, payouts may be held for security checks — that's standard practice, not specific to MareKey. After that, money typically lands the same or the next business day.

Yes, Stripe Connect requires an OIB and a registered business activity (sole trader, simple Ltd, Ltd, or flat-rate sole trader). If you rent privately with a categorisation decision, you're registered with the tax authority and you have an OIB — that's enough. Stripe verifies your details automatically when the account is opened.

The cancellation policy is yours — you set it per unit (e.g. flexible / moderate / strict). The system runs the refund automatically according to your rule. Stripe card fees are not refunded back to us or to you, so if you choose to refund the full amount, those fees stay as your cost.

Croatia has been in the eurozone since 2023, and Stripe operates exclusively in euros for Croatian accounts. If a guest comes from outside the eurozone, Stripe automatically converts the currency at the market rate and charges a small conversion fee — all shown transparently.

Extras are part of the price list and roll into the total automatically. You can define them as fixed (e.g. €30 for a pet), per day, per guest, or as a percentage. Everything is visible to the guest before payment, nothing hidden.

Fiscalization is mandatory for every PDV-S taxpayer who issues receipts in cash or by card. For most private renters on flat-rate taxation, fiscalization isn't mandatory because they don't issue classic receipts but rather an accounting document tied to the categorisation decision. The exact rule depends on your business form — if in doubt, consult your bookkeeper.

We have a direct integration with the Croatian tax authority (CIS test and production). For every booking that requires a receipt, the system automatically generates the XML, signs it with your certificate, and submits it for fiscalization in real time. The JIR (unique receipt identifier) comes back within seconds and is printed on the guest's receipt.

Yes, once — through a secure form in the Manager dashboard. The certificate is encrypted and stored on our server in the Hetzner Falkenstein data centre (EU). The certificate password is stored separately and used only to sign the XML. We never share, log or access the certificate outside the automatic process.

The system runs retry logic automatically: if the first fiscalization attempt fails, it retries within 30 seconds, 5 minutes and 1 hour. If the tax authority doesn't respond within 48 hours, we send you a warning and the receipt is flagged for manual fiscalization later — which is in line with the regulations.

Yes. Each unit has an "Exempt from fiscalization" option in settings — for example if you're a flat-rate renter. In that case the system generates an internal document without sending it to the tax authority. Responsibility for proper revenue reporting is on you — we recommend talking to your bookkeeper before you turn it off.

Yes. A PDF with the JIR and QR code is sent to the guest by email as soon as the tax authority confirms fiscalization, usually within 30 seconds of payment. The guest can also download it from the "My bookings" page. Your copy stays in the dashboard forever.

eVisitor is the national tourist registration system in Croatia, run by the Ministry of Tourism. It replaced the old "guest book" — every check-in and check-out goes through eVisitor. MareKey integrates directly with the eVisitor API and registers every guest automatically at check-in, with no manual intervention from you.

Typically 30 seconds after the guest fills in the pre-arrival form (online, from their phone). If you use self check-in, registration happens automatically as soon as the guest confirms arrival. If you do a manual check-in with a key, you click one button and the system pushes everything to eVisitor.

Not necessarily. The pre-arrival form asks guests to upload a photo of their passport or ID card (front + back) in advance via a secure signed URL. On arrival you just verify the person matches the document. For group bookings, every guest (other than children under 12) must be registered individually.

The system automatically calculates the tourist tax based on the unit's location, the guests' age, and the number of nights (seasonal rates are updated every year). The amount is shown to the guest as a separate line item at booking. The owner collects it — MareKey only calculates and records it; remitting it to the local municipality's budget is on you, the same as before.

In the Manager dashboard you mark the booking as "no-show". The system sends a check-out to eVisitor with the appropriate reason. The tourist tax isn't charged for nights when the guest wasn't present — the system adjusts that automatically.

Yes, the Manager dashboard gives you access to every eVisitor record. You can fix a typo in a name, a date of birth, or change stay dates after the fact. Every change syncs with eVisitor and leaves an audit trail for inspection.

Yes. At launch we support two-way iCal (Booking.com, Airbnb, Vrbo, plus a generic iCal feed for any other channel). What that means: a booking on any channel blocks the dates on every other one. We're planning Connectivity API integration (full-data sync) once we hit the first 100 customers.

Booking.com and Airbnb poll iCal feeds at their own cadence — Booking.com usually every 5–15 minutes, Airbnb every 30 minutes. We push changes immediately when something changes on our side; how fast they pull is up to them. For urgent cases there's a "force sync" button in the dashboard.

The Manager dashboard is responsive and works perfectly on a phone — there's no need for a separate app. Push notifications for new bookings go through Web Push (works on both iOS and Android). We'll consider a native iOS/Android app if there's clear demand.

Yes, on the Voyage and Fleet plans. We support Nuki, Igloohome and SwitchBot Lock — the system automatically generates a unique code for each guest, sends it 24h before check-in and revokes it 1h after check-out. No intervention on your end, no lost keys.

We host on Hetzner Falkenstein with a 99.9% uptime SLA. In case of an outage, the status page (status.marekey.com) shows real-time status. Database backups run every 4 hours, restore within 1 hour. If the site is down, guests can still book through the marekey.com marketplace.

Email support (info@marekey.com) replies within 24 hours on Sail and Voyage plans, within 4 hours on Fleet. For urgent cases (e.g. a guest at the door, the system isn't working) Voyage and Fleet have an SMS hotline as well. Phone and chat support are included in the Fleet plan.