Belvilla's Quality Guarantee
Quality pulls like a red thread through our product range and our services. Meeting your expectations and even beyond; this is what Belvilla can mean for you! Your input and our continuous constructive critical attitude both have a positive effect on the steady focus on quality.
Quality Guarantee
Our customers can bank on our holiday homes descriptions
Belvilla guarantees that the descriptions of homes in the brochure, on the website are a true reflection of reality. This also goes for our photo presentations. Our customers will be compensated in case of any mistakes.
Classification System
Each home is inspected carefully and is subsequently rated, based on an objective classification form, with 1 to 5 stars; from basic to luxury. This classification system is based on the Dutch ANWB (the leading Dutch motorists and travellers association).
An explanation of the number of stars:
Very simple accommodation for lovers of outdoor vacations, who are satisfied with basic comfort in the house.
Accommodation with adequate equipment, adapted to the specific demands and customs of the country or region. Ideal for those vacationers who identify with their holiday destination and are satisfied with a limited amount of comfort.
Well-equipped accommodation providing everyday comfort. You will immediately feel at home during your stay.
Comfortable and cosy accommodation provided with all requirements that make your stay special. You will often be able to enjoy a remarkable setting.
Accommodation on top level. Spacious, extremely comfortable holiday house with extra luxurious facilities such as a private swimming-pool or a sauna.
Continuous customer satisfaction survey
Upon their return, customers receive a request by e-mail to express their experiences during their stay in the holiday home by email. The question: 'Are you satisfied about the stay in your home?' scores 82 out of a total of 100 points, based on 25000 participants.
The customer satisfaction survey's outcome is automatically conveyed to the respective holiday home owner. If a home has a low score, agreements on measures of improvement are drawn up with the home owner.
Protecting consumer interests
Belvilla is a member of Stichting Nederlandse Thuiswinkel Organisatie (Dutch Homeshopping Organisation) as well as the European organisation of EMOTA. EMOTA stands for European Mail Order and Distance Selling Trade Association.
Both foundations promote the customer interests related to telesales by telephone or the internet, all in accordance with EU directives. Belvilla is held by its membership to adhere to the code of conduct of both organisations, including:
- Appeal to the arbitration board of the Dutch Home Shopping Organisation
If you feel that your complaint has not been dealt with adequately by Belvilla, you may appeal to the arbitration board. The board’s decision is binding to Belvilla. Translation costs for non Dutch-speaking clients will be charged to Belvilla.
Keeping up continuous quality awareness with holiday home owners
The quality of your holiday home is naturally greatly dependent on the quality awareness of the home owner as well as the caretaker. That not only concerns the quality of the home, its upkeep and cleanliness, but also the reception at the home.
Every owner is committed by contract with Belvilla to guarantee that quality. In order to maintain the quality level, Belvilla regularly contacts its owners about specific quality issues. Belvilla also recommends certain improvements to the owners. In case of problems, clear agreements are made on the necessary improvements.
Service
Customer Contact Center
Our Customer Contact Center is at your service 57 hours a week, in your own language. Their services range from bookings by telephone, providing information on your holiday home, the region's tourist attractions options etc.
Belvilla's 24-hour SOS service during your holiday
In the event of an emergency or should any problems arise, Belvilla is always on call during your stay in your holiday home. If you experience problems during your journey or holiday Belvilla can be contacted by telephone 24 hours a day, 7 days a week. Belvilla is pleased to be at your service and wants to ensure that you enjoy a carefree holiday. Telephone support will in most cases be available in your own language.
Customer Friendly Website
Belvilla is always working on its website, to make it even more customer friendly. From over 30000 interviewed customers 95% say that they find it easy to book online through our website.
In September 2003, the Consumentenbond (Dutch consumers' organisation) tested 5 websites of holiday home service providers and has rated the Belvilla website best. The editors describe the website as 'pretty and functional' and its presentation as 'perfect'. We are also praised for our extensive home description: "a good photo, the most important information and the price per week, all at a single glance."
