During 2024, a mystery guest survey was conducted in ACI marinas across the Adriatic coast. The aim of the survey was to objectively assess the quality of service based on visitor experiences. The survey results showed progress in key categories. Maximum ratings were achieved by ACI marina Vodice and ACI marina Vrboska, which set new standards of excellence. In addition, all marinas continuously achieve 100% ratings when it comes to tidiness and cleanliness, while the comments of mystery guests particularly emphasised the kindness of the staff, professionalism and personalised approach to each sailor.
ACI marinas achieve excellent results in service quality according to mystery guest survey
ACI marinas across the Croatian coast have once again confirmed their leadership in nautical hospitality, according to the latest results of the 2024 mystery guest survey. Conducted by anonymous evaluators posing as regular tourists, the survey offers an honest and impartial assessment of service quality — a critical factor for those who charter in Croatia and expect top-tier experiences at sea.
Mystery guests evaluated ACI marinas based on clearly defined parameters, including staff friendliness, response times to emails and calls, availability of information, and overall helpfulness. The findings were benchmarked against 2018, one of ACI’s most successful years — and the 2024 results show notable progress.
Impressively, marina cleanliness and tidiness received a perfect score in 100% of visits, with all employees greeting guests with a smile. Eighteen of the 22 ACI marinas exceeded 70% satisfaction across all categories, while Vrboska and Vodice achieved flawless 100% ratings — setting a new standard of excellence.
Comments from mystery guests highlighted not only the professionalism of the staff but also their warm, personalised approach — qualities especially valued by international visitors seeking to charter Croatia and explore its coastline with ease and confidence.
Compared to 2018, overall satisfaction rose by 4.08 percentage points, with the Split region leading the way with a remarkable 10.39% increase. Supetarska Draga, Split, and Palmižana showed the highest individual improvements, while the Dubrovnik region stood out for its swift and efficient communication. Notably, ACI marinas Supetarska Draga and “Veljko Barbieri” in Slano were singled out for their exceptional performance in this category.
As demand for chartering in Croatia continues to grow, these results reaffirm ACI’s position as the gold standard in nautical tourism — where exceptional service isn’t the exception but the rule.
ACI sets standards in nautical tourism
In the world of nautical tourism and charter in Croatia, ACI is synonymous with high-quality service — a cornerstone of success in this increasingly competitive industry. With continuous investments in staff training and service improvements, ACI has not only raised the bar but consistently set the standard for excellence along the Adriatic coast.
Outstanding examples of professionalism and responsibility among ACI employees further reinforce this reputation. Teo Francetić, a sailor at ACI Marina Opatija, recently demonstrated extraordinary composure and courage. On the evening of January 5, 2025, he noticed thick smoke and strange noises coming from a motor yacht docked in the marina. Without hesitation, he entered the smoke-filled engine room and, after numerous attempts, located the malfunctioning hydraulic pump and shut it down — potentially averting a serious fire. His calm, swift response, backed by rigorous training and regular fire drills, showcases the kind of preparedness that has become standard at ACI.
“I knew there wasn’t much time. I had to find the pump switches and stay calm,” Francetić explained. “Everything we practise during drills becomes instinct in moments like that.”
Heroic acts like this aren’t isolated incidents. In 2022, sailors at ACI Marina Vrboska came to the rescue of a three-member crew stranded near the island of Zečevo after engine failure, including a child on board. Thanks to the quick response by Dinko Damjanić and Mihovil Šišejković, all were brought safely to shore. The two were later nominated for the Blue Ribbon of Vjesnik, a prestigious national award for bravery at sea.
This past summer, sailors from ACI Marina Skradin showed similar dedication — serving guests by day and volunteering as firefighters by night, battling wildfires in the Šibenik hinterland.
These acts of courage and professionalism go far beyond job descriptions. They speak to a deep-rooted sense of responsibility and reflect the core human values that define ACI. For anyone looking to charter in Croatia and experience its coastline with confidence and care, ACI marinas offer not just mooring — but peace of mind.
Photo: acimarinas