FAQ

Belvilla, at home in holiday homes since 1980, is an international tour operator offering holidays in a wide assortment of characteristic, quality, high value holiday homes in Europe. From castles to manor houses, from farms to windmills, from villas to chalets.

You will find the General Terms and Conditions or the rental conditions under the heading General Information.

You will find this information under Contact Us.

If you want to submit a reservation on a holiday home, contact the customer service center. Our personnel will make a reservation for you that is valid for up to two days. You then have time to decide with the assurance that the house will be held for your for two days.

Online:
Click on an available period on the house description page.

1. Check the cost overview, choose the insurance you want and then click on 'Step 2: Personal information'.
2. Fill in your information and click on 'Step 3: Review and confirm'.
3. Check that all the information is correct and make a final booking by clicking on 'Definite Booking'.

Your booking will be confirmed online and via e-mail.

Via telephone:
You make a reservation over the phone by calling the customer service center.

When you are searching online, only available holiday homes are displayed. Specify a month and/or length of stay of your choice in order to see the available accomodations for that period.

Choose the month and the length of stay of your holiday, and then select the specific period in Extended Search. Accomodations available in that period are displayed.

After you have booked online or over the phone, you will receive an e-mail confirmation. On the telephone you can request a copy via post. You must make your payment within seven days. You can make a payment via My Belvilla. After your payment is received in full by Belvilla, you will receive your accomodation ticket wither per e-mail or via post with the address information of the holiday residence.

After booking you will receive a rental agreement directly through e-mail. On the telephone you can request a copy via post.

You will find all of the information about your booking and payment under My Belvilla. Log in with your rental agreement number and email address. Go to “Bookings” and select the correct booking. Here you will find all data on your holiday home and the status of your payment.

As soon as you click on 'Definite booking' in step 3 of the booking process, you will receive an e-mail confirmation online. Your booking number is listed on this. We advise you to print this page and to retain it. If you do not receive a confirmation from us, please contact the customer service center.

If you wish to change something about your booking, contact the customer service center. Only telephonic changes will be accepted. There is an administration cost of € 27 for each change, with the exception of the change in the number of persons (up to the permitted maximum) or your personal data.

The period section on the house description page shows exclusively prices for periods that are available.

You can book many of our holiday homes directly online. Houses may only be available upon request, you will get a notification of this, provided with a request number. These houses can only be booked on the phone, customer service center must first contact the home owner to confirm your booking. If you are booking shortly before arrival, then your booking is always by request. We will then check the availability by contacting the home owner. In order to hasten your booking, it is good to have the request number handy during your contact with the customer service center.

As soon as you have paid the rental price in full, you will receive the accomodation ticket for the house you have booked. The exact address of the holiday home is listed there. It is possible to visit a house before booking. If you want to plan a house visit, contact the customer service center with your schedule. In case you want to change your period of stay or your accommodation, cancellation costs may apply. The Service Center can inform you about these costs.

It is possible to visit a holiday home in advance. Contact the customer service center, with your schedule in order to make an appointment with the home owner. You will get a confirmation of the appointment with the address information of the holiday home sent to you via e-mail.

A number of our holiday parks offer a 50+ discount. If applicable, you can find this discount in the description of the holiday park.

• In the Netherlands: Ideal, acceptgiro, credit card, bank transfer, cash.
• In Belgium: Mister Cash, credit card, bank transfer, cash
• Other countries: Creditcard, bank transfer, cash.

Cash payments can be made on business days during office hours at the counter (in the Netherlands). You will find the address information and opening hours under Contact Us.

If you wish to pay with Dutch accept giros, request this via telephone at the customer service center.

You pay a (minimum) of 30% of the total rental price plus insurance within seven days after making your booking. The rest of the rental price must be paid six weeks before departure. If you pay in two instalments, then you will receive a reminder via e-mail one week before the second payment is due. If you are departing within six weeks, the payment must be made in one instalment. For a departure within fourteen days, the payment must be made in one instalment and via credit card (all countries), Ideal (NL only) or Mister Cash (BE only).

Directly after booking you have access to My Belvilla. There is where you pay. You will find a link to this page on the upper right of the website and in the e-mails regarding your booking.

You will find our account numbers under Contact Us.

If you have passed the payment deadline, contact the customer service center. If your payment is not received, then Belvilla has the right to unilaterally cancel your booking. In that case, you owe the cancellation costs. If Belvilla unilaterally cancels your booking, you will receive a report of this via e-mail or telephone.

The payment deadlines are on your rental agreement. You will find all information on your booking and payments in My Belvilla.

No, the rental price must be paid in advance. Upon arrival you will pay, if indicated on your booking confirmation and accomodation ticket, a deposit and the on site costs.

You will find all of the information about your booking and payment status under My Belvilla. Here you can check which payments have been received and which amounts you still owe or are on their way.

Log in to My Belvilla with your rental agreement number and e-mail address. Go to “Bookings” and select the correct booking. Click under “To be paid” on “Pay now with credit card”. You are now in a secure payment system.

If you have also paid the first instalment with a credit card, you will receive an e-mail a week before the second payment is due with a link to My Belvilla for the credit card payment.

After the full rental price has been paid, you will receive an accomodation ticket. The exact address and the coordinates of the holiday home is listed there

The manner in which your arrival is managed is listed on your accomodation ticket. There are two options:

1. The home owner/manager will come with the key to your holiday home and meet you on site.

2. On your accomodation ticket you will find the address of the home owner/manager where you can pick up the key.

The same applies to departure, unless you have made another agreement on site.

On your accomodation ticket you will find the contact information of the home owner/manager and the arrival times. Call the home owner/manager if they are not present within the listed arrival times. If that does not work, then call our customer service center during business hours. Outside of business hours, you can call us on our emergency line 24 hours a day, 7 days a week. This is listed on your accomodation ticket.

Because you must often pay a number of costs on site (ancillary costs on site and possible damage), you pay a security deposit as a guarantee when you arrive. When you cause damage above € 15 in or around the residence, this is usually caused by the damage insurance that you have automatically when you make a reservation.

On your accomodation ticket you will see how the on site costs are calculated. Upon arrival you pay the security deposit, and upon departure you will receive it back, minus the on site costs and possible damages.

On your rental agreement and ticket you will see how the repayment of the deposit will be done. There are two options:

1. You will receive the security deposit directly upon departure, in whole or in part. (In part if the costs on site or possible damages are subtracted from the depost.)

2. The security deposit will be re-deposited into your bank account within two weeks after departure, in whole or in part. (In part if the costs on site or possible damages are subtracted from the depost.) In this case, you give your account number, and if you are staying abroad, your IBAN and BIC code to the home owner/manager. You will find this on your bank statement.

It is possible to rent a holiday home with a deviating arrival date or time. To arrange this, contact the customer service center.

If you must cancel your booking for circumstantial reasons, contact our customer service center via telephone or e-mail. Keep your booking number and customer number handy.

Costs are associated with cancellation. If you have cancellation insurance with us, and the booking is cancelled for a reason covered by the insurance, the costs may be able to be claimed on the insurance. You will find the conditions of the cancellation insurance under Insurance. The cancellation conditions will be sent to you direcly after booking via e-mail. You must always confirm cancellation of a booking in writing.

The amount of the payment is dependent upon the date on which you cancel. The cancellation costs are:

• Upon cancellation up to the 42nd day before your stay starts, the cancellation costs are 30% of the rental amount.
• Upon cancellation up to the 42nd day to the 28th before your stay starts, the cancellation costs are 60% of the rental amount.
• Upon cancellation up to the 28th day before your stay starts, the cancellation costs are 90% of the rental amount.
• Upon cancellation up to the 1st day or later, the cancellation costs are 100% of the rental amount.

You will find this information in our rental conditions. If you have cancellation insurance with us, and the booking is cancelled for a reason covered by the insurance, we will calculate the restitution above the net rental price.

You can take out travel insurance and cancellation insurance with us. In order to avoid unnecessary costs, it is sensible to get travel and/or cancellation insurance. The entire group is insured for a low premium. The exact costs are precalculated for you during the booking process. You will find the conditions of the cancellation insurance and a overview of premiums under Insurance.

It is possible to get cancellation insurance after booking, if there is no reason for cancellation known. To arrange this, contact the customer service center by phone.