Stay calm and respectful:

• Listen to the complaint and try to reduce noise or adjust behavior if it is reasonable.

• If the situation continues or becomes uncomfortable, inform the landlord and HomeInZagreb in writing, explaining what happened.

• Avoid shouting or escalating the situation in hallways or common areas.

Consistent complaints from neighbors can lead to landlord pressure and, in serious cases, termination of the tenancy, so it’s important to react early and constructively.

Check out the STAY section

In most cases, pets are not permitted unless the landlord has given explicit written approval in advance.

If a pet is allowed by special agreement, you may still be:

• responsible for any damage or additional cleaning related to the pet, and

• required to keep the apartment free from odors, pet hair, and noise disturbance.

Bringing a pet without prior permission may be considered a breach of contract and could result in:

• additional charges, and

• possible termination of the tenancy.

Mould needs moisture + poor ventilation.

Common sources of moisture:

• steam from showering,

• cooking without lids or extractor,

• drying clothes inside,

• breathing (especially in small, closed rooms),

• leaks from pipes or roofs (less common, but serious).

If the air is humid and the room is not ventilated, moisture sits on cold surfaces (corners, windows, outside walls) and mould starts to grow there.

Check out the DAMAGE section

Check out the MOULD section

Mould and excessive humidity are a big problem in rental properties – for health, for the building, and for the deposit.

In many cases, mould and damp patches are caused not by a “bad apartment”, but by:

• not ventilating enough,

• drying clothes inside with windows closed,

• very little cleaning,

• not using heating correctly, especially in winter.

If this continues for months, it can lead to:

• damaged walls, furniture and windows,

• strong odours and visible black/green spots,

• complaints from landlords,

• deductions from the deposit for cleaning and repairs.

We want to help you avoid these problems and protect both your health and the property.

Check out the DAMAGE section

Check out the MOULD section

In many cases, our properties are occupied until shortly before your arrival, so it is not always possible to organise in-person viewings, especially for international tenants.

Because our team is small but very efficient, and we support a large number of clients, we unfortunately cannot spend full days showing multiple properties in person. Organising many individual viewings is very time-consuming and would make the whole service more expensive for everyone.

Instead, we focus on:

• high-quality photos,

• clear descriptions and floor plans (where available),

• sometimes videos or virtual tours,

so that you can get a realistic idea of the layout and condition without needing a physical visit.

If a property is currently empty and available, and you are seriously interested in that specific property, we can try to organise a viewing directly with the landlord, depending on:

• the landlord’s availability, and

• the timing and logistics.

This is handled case by case and cannot be guaranteed for every property. Our priority is to use our time in a way that allows us to help as many tenants and landlords as possible, while keeping the service efficient and affordable.

Yes. While we do not provide cleaning ourselves, we can:

• recommend or connect you with cleaning service providers that other tenants or landlords have used,

• help you explain to the cleaner what needs to be done (for example, move-out cleaning to match the condition at move-in),

• remind you of the landlord’s expectations regarding cleanliness at check-out.

The contract and payment with the cleaning company are usually between you and the provider, but we are happy to help you find and coordinate if needed.

Yes. Before we start working with a property, we visit and inspect it in person whenever possible.

During this process we typically:

• check the basic condition of the apartment (structure, furniture, equipment),

• verify that the description matches reality (number of rooms, size, amenities),

• look at the building and surroundings (access, noise, general environment),

• discuss with the landlord what kind of tenant profile is suitable for that property.

Our goal is to list only properties that are real, existing, and suitable for long- or mid-term stays.

Because each property belongs to a different landlord with their own:

• budget
• taste and preferences
• renovation history
• choice of providers and equipment

HomeInZagreb:

• tries to describe and photograph each property as accurately as possible
• may give general recommendations to owners
• …but we do not control how much each landlord invests, what furniture they choose, or which internet speed/package they pay for. That’s why two apartments can look and feel very different, even in the same area.

It depends on the type of problem:

• Property issues (appliances, heating, plumbing, windows, furniture, general condition)
  → Responsibility of the landlord.
  → HomeInZagreb can help coordinate, but cannot perform repairs or make decisions instead of the owner.

• Administrative / booking / payment process questions (service fee, deposit handling, contract process, cancellation policy)
  → Responsibility of HomeInZagreb, as your agency.

In all cases, you can inform both:

• the landlord for practical/technical issues, and

• HomeInZagreb if you need help with communication or understanding the process.

No. HomeInZagreb does not own any of the apartments or rooms.

We work as an intermediary (agency) between you, the tenant, and the property owner (landlord).

The apartments are always owned by individual landlords or companies, not by HomeInZagreb.

• The internet contract is always between the landlord and the internet provider.

• That means only the landlord (or the person on the contract) can contact the provider to report issues, request support, or change the package.

If your Wi-Fi is not working or is unstable, please:

1. First try the basics:

   • restart the router,

   • check if the cables are plugged in,

   • test with another device if possible.

2. If it still doesn’t work:

   • inform your landlord in writing (and you can copy HomeInZagreb for information),

   • describe the problem (no signal, very slow, disconnecting, etc.),

   • the landlord can then contact the internet provider and arrange troubleshooting.

HomeInZagreb cannot call the provider on your behalf and cannot guarantee how quickly the provider will resolve the issue.

“Material non-conformity” means that, when you move in, the actual property is significantly and seriously different from what was agreed and advertised – for example:

• the property is uninhabitable

• there are serious safety hazards.

If this happens:

1. You must report it within 24 hours of move-in.

2. You must provide photo or video evidence clearly showing the problem.

3. HomeInZagreb and the Landlord will review your claim together.

If your claim is verified and accepted, you may:

• be relocated to equivalent accommodation, or

• receive a partial refund of up to 50% of the deposit, depending on:

  • the situation, and

  • the number of days you have stayed.