Frequently Asked Questions | Belvilla Holiday Homes
Frequently Asked Questions
Frequently Asked Questions

General

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.

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You will find the General Terms and Conditions (a.k.a. the rental conditions) in the Information & Service section.

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You will find this information under Contact Us.

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You have a complaint about Belvilla services or about your stay? You can express your complaint via the e-mail form on our Contact page. Choose ‘Other’ as the subject of your message and specify with ‘I have a complaint’. If you have a complaint on the spot, we’ll do our best to solve it during your stay. You can read more about our full complaints procedure in our General Terms and Conditions.

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TRAVEL SAFELY WITH US AT YOUR SIDE 

Due to the global pandemic of Covid-19 we still see 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 offer you several possibilities to change or cancel your booking yourself. Please click here and see if this might help you so you will not have to wait for our customer service colleagues.

Besides that 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.

For updated travel information from the European Union you can check this website or you can check the restrictions and travel advice from your respective authorities.

 

Updated FAQ’s

If you booked with us on or before 11 March 2020:

If you are not allowed to travel because of COVID-19 restrictions, you may cancel your trip free of charge. Please note, that quarantine after the stay and the requirement of a corona-test do not justify free cancellation. 

If you booked with us on or after 12 March 2020:

Cancellation free of charge is in principle not possible. This is only different if the holiday home is not allowed to welcome you.

 

*What is a voucher?

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

 

As we have different rules for each situation we explain this further here:

There are two different types of cancellations:

  • 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. The first year is covered by SGR*.
    *Please note this link is in Dutch. To get the information in your language, make sure to use a translation device. 
  • 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 are obliged to pay the cancellation costs that apply on the cancellation date. 
  • If you booked a holiday at one of the holiday parks we offer, you can rebook your holiday to another date or another park of the same group. 

 

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 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.

 

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). 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 kind understanding for this.

 

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

We are working on a way you can ask for your refund in ‘My Belvilla’. This will be the fastest option to collect the money and deactivate your voucher.

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. 

 

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.

 

8. How long is my voucher valid for?

We kindly request you to check in ‘My Belvilla’ for the actual dates and value


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 cancellation 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 in the beginning of the pandemic 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.

 

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. Check our wide range of holiday homes on our website. 

 

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 at the beginning of the pandemic with a validity of 1 year are extended to 3 years. And if you do not use the voucher, you can request a refund.

 

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. Please check your ‘My Belvilla’ account to see the remaining amount on your voucher

 

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, 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 Belvilla, 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. Please do not refrain from paying your booking as this will cancel your booking automatically with cancellation costs. 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 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 at a later stage.

 

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