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Coronavirus outbreak
Belvilla is closely monitoring the ongoing Coronavirus Disease 2019 outbreak. The health, safety, and well-being of our guests is our top priority. At this time, our contingency planning is well underway and you can read about our temporary booking & cancellation policy here. We will continue to update the page regularly to keep you informed
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TRAVEL SAFELY WITH US AT YOUR SIDE 

Due to the global pandemic of Covid-19 unforeseen changes in the regulations governing international travel have come into force. We understand very well that you have questions about your booked holiday home. Of course we would like to help you and provide clarity. Our customer service is currently flooded with questions, so answers by phone, email or social media unfortunately take longer than you are used to from us, for which we apologize. 

To help you the best we can, we have compiled the most frequently asked questions about Covid-19 and your booking below. We hope this will give you more clarity. If you still have (additional) questions, please reach out to our Customer Service team. Thank you for your understanding.

We recommend that you keep abreast of the World Health Organization's guidelines and act accordingly.

 

Updated FAQ’s

 

*What is a voucher?

A voucher is a digital credit issued by Belvilla, with which you can make a new booking. 

 

As we have two types of vouchers with different rules we explain this further here:

There are two different types of cancellations and vouchers:

  • A situation when we need to cancel your booking because of the government / authorities restrictions that are in place, a so called force majeure situation. In this case you have/will receive(d) a Corona voucher that is valid for 3 years to book a new holiday. If you do not use this voucher, you can request a refund 6 months from the voucher issue date. 

  • A situation, when you decided to cancel your booking even though there are no government / authorities’ restrictions in place as of the date of cancellation. In this case you have received a Belvilla voucher (with the amount already paid by you minus the cancellation costs) that is also valid for 3 years to book a new holiday. If you do not use this voucher, you can request a refund 12 months from the voucher issue date. 

  • If you booked a holiday at one of the holiday parks we offer, you received a park voucher. These have the same conditions but can only be redeemed at a holiday park of the same partner.

 

1. How do I receive my voucher?

If we have promised you the voucher, we will send it to you by email. Please check your 'unwanted email'-box (SPAM) in case you haven't received it yet. At the moment we are very busy, but we will make sure that you receive the voucher as soon as possible. 

 

2. I have already been promised a voucher and my booking has already been cancelled, when will I receive this voucher?

If we have already cancelled your booking as a result of an earlier telephone contact and have promised you a voucher, we would like to ask for your patience. At the moment we are busy sending these vouchers and we will make sure you will receive your voucher as soon as possible. 

 

3. I would like to make a new booking, but I haven't received my voucher yet.

If you would like to make a new booking and still did not receive your voucher that is not a problem. We can help you make the new booking and adjust the price with the amount of your voucher even if you didn’t receive the voucher yet. To do so, please call Customer Service and we kindly ask your patience as the wait time is longer than usual.

 

4. How do I use the voucher?

When you make a booking on our website, we ask you to use your unique voucher code on the payment page. When you enter the voucher code, the amount will automatically be deducted from the voucher total, depending on the booking you make. If your booking amount is lower than the value of the voucher, the remaining balance is still available on your voucher and can be used for future bookings. However, if the booking amount is higher than the value of the voucher, the remaining balance must be paid during the payment process. 

Note you must add any discount or promo codes prior to the payment page. The option to add your voucher will be available on the payment page under a separate field.

 

5. What is the amount of the voucher?

The amount of the voucher is the total amount already paid for your current booking including local charges and pro-rata insurance costs (if applicable). Because we value you as a customer, we provide discount codes which are valid for a month from the voucher issue date in addition. The discount code should also be included in the email you received from us. Any deposit already paid to Belvilla will be refunded in cash (due to the extra workload at the moment this process can take up to 8 weeks). 

 

6. Why does Belvilla use vouchers?

We realise that - under normal circumstances - in the event of a cancellation by Belvilla, we would refund the amount already paid in cash. However, the current situation is so exceptional that we believe it is justified to make an exception. We are counting on your understanding for this.

 

7.  What if I don’t want a voucher but my money back?

Yes, you can get your money back, depending on the kind of voucher you have. 

 

In a situation when we need to cancel your booking because of the government / authorities restrictions that are in place, a so-called force majeure situation. In this case you have/will receive(d) a Corona voucher that is valid for 3 years to book a new holiday. If you do not use this voucher, you can request a refund 6 months from the voucher issue date. 

In a situation, when you decide to cancel your booking even though there are no government / authorities’ restrictions in place as of the date of cancellation. In this case you have received a Belvilla voucher (with the amount already paid by you minus the cancellation costs) that is also valid for 3 years to book a new holiday. If you do not use this voucher, you can request a refund 12 months from the voucher issue date. If you are not able to make (full) use of the voucher, we will automatically refund the (remaining) purchase amount to your account at the end of the validity period. You do not have to pay any extra administration costs for this.

 

7A. Can I get a cash refund if I am not able to use my voucher?

If you have a corona voucher, you may request a cash refund 6 months after the voucher issue date. If you have a Belvilla voucher, you may request a cash refund 12 months after the voucher issue date. In case, there is any balance on your voucher and you do not ask for a refund, the balance will automatically be refunded to you after the voucher expiry date. You do not have to pay any extra administration costs for this.

 

8. How long is my voucher valid for?

Your voucher (regardless of whether you received a corona voucher or a belvilla voucher) is valid for use with Belvilla for 3 years from the voucher issue date. Vouchers that were already issued with a validity of 1 year are extended to 3 years (we will send you a new voucher per email). This means that you can even make a booking in 2023 for all dates and holiday homes available on the Belvilla website. And, because we value you as a customer, we will provide a discount code which is valid for a month from the voucher issue date in addition. It is beneficial to use your voucher as soon as possible because the voucher will then be worth more than the amount you paid. Check your email box to see how much more your voucher is worth. 


9. Is this voucher transferable to another person?

Unfortunately, the Corona voucher can only be used by the main booker and is not transferable due to SGR requirements. The Belvilla voucher is freely transferable. Look after your voucher as Belvilla cannot be held liable for any loss, theft or misuse of the voucher.

 

 

10. What should I do if I am on my holiday and the situation changes, e.g. a lockdown?

If you are staying in an area where the travel warning changes (e.g. lockdown), please contact us via the 24/7 SOS (number listed on your travel voucher) and the local offices. Until then, stay safe and follow the advice of the relevant authorities.

 

11. I am travelling within 3 days from now and I did not receive any message from Belvilla. What should I do?

If we didn’t reach out to you and you didn’t reach out to us, we assume that you will go on your well-deserved holiday. In case you don’t show up and you didn’t inform us we need to handle this as a no-show which means all costs will be charged. 

If you decide you don’t want to go on holiday, we ask you kindly to contact us immediately to see how we can help you to minimize the cancelation fee.
 

12. What are the advantages of the voucher?

Your voucher is valid for use with Belvilla for 3 years from the voucher issue date. Vouchers that were already issued with a validity of 1 year are extended to 3 years (we will send you a new voucher per email). This means that you can even make a booking in 2023 for all dates and holiday homes available on the Belvilla website. We value you as a customer so, in addition, we will provide a discount code which is valid for a month from the voucher issue date. This means it is very beneficial to use your voucher as soon as possible because the voucher will then be worth more than the amount you paid. Check your email box to see how much more your voucher is worth. 

 

13. Can I use this voucher to book a summer and/or winter holiday?

Yes of course you can! This voucher is valid for ALL holidays that can be booked through Belvilla. In addition, it is beneficial to use your voucher as soon as possible because the voucher is worth more than the amount you paid. Check your email box to see how much more your voucher is worth.

 

14. What if the newly booked holiday home is cheaper than the amount on my voucher?

The amount on this voucher that has not been used for the new booking will remain valid on the voucher for later use before the expiration date of the voucher (3 years after the voucher was issued). Vouchers that were already issued with a validity of 1 year are extended to 3 years. And if you do not use the voucher, you can request a refund (see answer number 7)

 

15. What if the newly booked holiday home costs more than the amount on my voucher?

In case you have made a new booking that costs more than the amount on your voucher, you will be asked to pay the difference.

 

16. Can I use the voucher for multiple bookings?

Yes, it is possible to use the voucher for multiple bookings. The amount on the voucher that has not been used for the new booking will remain valid on the voucher for later use before the expiration date of the voucher. In addition, it is beneficial to use your voucher as soon as possible because the voucher will then be worth more than the amount you paid. Check your email box to see how much more your voucher is worth. 

 

17. What if I make a new booking with the voucher and there are restrictions?

Please note that if you use your voucher, some countries may still have travel restrictions on your chosen arrival date. Please make sure to check this before you travel. In case you have booked a new holiday home with the voucher, and it unfortunately has to be cancelled again due to a changed travel restriction, it is possible that you will receive the paid amount in the form of a new voucher. Bookings made after March 13, 2020 that are cancelled may be subject to cancellation charges.
 

We will always follow the rules of the relevant authorities regarding social distancing and other restrictions that are in place. We would recommend that you check before travelling for any relevant travel restrictions and reach out to us if these restrictions restrain your way of reaching the holiday home or your stay at the holiday home. We will help you with a solution.

If any social restrictions at your destination apply, like restaurants, bars, museums, etc. being closed, we cannot cancel your booking free of charge. As this does not affect your stay in our holiday home.

 

 

18. I have made a future booking with you, but I am worried that I will not be able to travel because of the Coronavirus, what should I do?

We advise you to stay informed of the measures and travel advice of your own government and local authorities. If you encounter any restrictions prohibiting your stay, please contact us. Your safety comes first! We keep a close eye on all our bookings according to closed country borders. 

In case there are no restrictions in place for your booked holiday home, we don’t cancel your booking and we hope you will enjoy your well deserved holiday with us. If you would like to cancel your booking yourself, normal cancellation policies are in place and we advise you to contact us. If you do not contact us and do not show up on the booked date, we are very sorry but we can’t return the money paid. 

 

19. Why am I informed by email that my booking will be cancelled and not by phone?

We are sorry that we do not have the capacity to inform you personally at this time.

In order to remain available as much as possible for urgent questions and calls, we have decided to inform you by email. We apologize for the impersonal approach and would like to thank you for your understanding. 

 

20. How can I keep my cancelled booking confirmation?

You have received the cancelled booking contract by email. Please keep this email together with your voucher and your original proof of payment in your archive on your computer for future reference.

If you use 'My Belvilla', the booking details will also be saved in your 'My Belvilla' account.

 

- How can I make a proof of payment?

- You will receive a payment confirmation from us. In addition, you can:

- Log in to your online banking and go to your payment to Belvilla.
- Make a print screen of the payment using the 'PrtScn' button.
- Save this file on your computer so that you can consult it later.

 

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In our reservation process, you may opt to make a short reservation instead of a definite booking. By making a reservation, we save the stay for you for 48 hours, free of charge. If your stay commences within six weeks, you can only make a reservation for 24 hours. You then have time to make a decision with the assurance that the house will be held for you. In My Belvilla, you can cancel the reservation or change it into a definite booking. If you do nothing, your reservation expires automatically in the amount of time indicated. You can make up to two reservations simultaneously.

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Several small adjustments, like the number of accompanying persons or pets (up to the permitted maximum), can be made easily and free of charge in My Belvilla. If the desired adjustment is not listed in My Belvilla, please contact the Customer Contact Center.  You may be charged €27 for significant changes. In case you wish to adjust the period of stay or change the accommodation, cancellation costs may apply. The Customer Contact Center can inform you about these costs.

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  • The offer is valid for bookings made till 30th Sep 2020 for stays in Austria till 30th Sep 2021.

  • A guest can use the code FREEREBOOK and cancel a vacation and rebook a new vacation without any cost. This offer can be used once per guest.

  • FREEREBOOK coupon must be used to avail the offer.

  • The difference between cancellation and arrival date should be more than 45 days.

  • The user can rebook another vacation home in any country within 30 days after the cancellation of the first vacation.

  • If a guest uses this offer multiple times then free rebooking would not apply after first booking.

  • This offer can not be clubbed with any other offer.

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The coupon is valid on all bookings placed between 15th April 2020 and 31st July 2020.

The coupon is applicable on all properties except holiday parks.

The coupon is valid for all stays happening between 15th April 2020 and 31st July 2021.

This is a flat €50 off coupon with minimum booking value of 500 Euros.

Only 1 coupon code can be used per booking.

The code cannot be exchanged for cash.

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You can pay by creditcard, PayPal or by bank transfer.

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

1. The home owner/manager will bring the key to the accommodation 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 different agreements on site. On your accommodation ticket you may find a request to call the home owner/manager before arrival, to guarantee a smooth key transfer.

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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 emergency line. The phone number is listed on your accomodation ticket.

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Arrival or departure at a different date or time is only possible after agreement with the homeowner or location manager. In some cases, you may be charged additional costs. A request to arrive or depart at a different time may be submitted to the Customer Contact Center before booking, or after booking but before receipt of the accommodation ticket. In case you have already received said ticket, and have the homeowner’s contact details, you may contact them directly and discuss other arrangements.

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If you need to cancel your booking for circumstantial reasons, contact our Customer Contact Center via telephone or e-mail. Keep your booking number and customer number handy.

There are costs associated with cancellation. If you have cancellation insurance with Belvilla, and the booking is cancelled for a reason covered by the insurance, you may be able to file an insurance claim for said costs. 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. 

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It is possible to take out a cancellation insurance within seven days after booking, if there is no reason for cancellation known yet. To arrange this, contact the Customer Contact Center by phone.

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Here you can find the applicable terms and conditions related to booking a holiday home with Belvilla.

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