Frequently Asked Questions (FAQ)1. Does VACAZA Services BV own or rent properties directly?
No. The VACAZA website is a service which allows holiday accommodation owners/managers to advertise their holiday accommodation and helps potential renters to find suitable holiday accommodation. To rent an accommodation, you contact the owner/manager directly using the contact information provided with each accommodation listing.
2. How do I know the properties advertised are legitimate?
The best way to avoid potential problems is to do your homework. Our accommodation can be found on the displayed Google map. Most owner provide their exact location in the map, some owners just indicate the nearest town. For each accommodation we display a “Satisfaction Rate” section where holiday makers can post their experiences. These are always a reliable indicator of what you can expect. We suggest talking to the owner/manager on the telephone versus strictly email. If you have concerns while speaking with the owner/manager, ask them for references or a list of past renters that you may contact. Be aware of unusually low prices, uncertainty regarding the exact accommodation location, or any suspicious behaviour of the accommodation owner or manager. We do not inspect the properties that are list on our website so there is no guarantee. While fraud is rare, it can happen.
3. How do I contact accommodation Owners/Managers?
Arrangements for rent or lease are made directly with the owner/manager. Each listing on the VACAZA website includes a phone number and/or email address. All inquiries are sent directly to the holiday accommodation owner/manager. To send an e-mail to the owner/manager, click on the "Calculate Price" link in the "Request a reservation" section of the listing. In the next step displays a price indication. You can now send this form to request a reservation or ask questions to the accommodation owner/manager. For the most timely and efficient exchange with the owner or manager, provide as much detailed information as you possibly can. Give the dates you are inquiring about and if your dates are flexible, note that too. If you have a pet that you wish to bring along, be sure to include that information. If you have any special needs or questions, do not hesitate to ask. If there is a phone number listed for the accommodation, call the owner/manager, he will be most welcome the questions that your may have. Remember, most often you will be speaking to an owner or manager who knows the area very well and can be a very useful resource in helping you choose the right place for your next holiday as well as suggesting activities and attractions once you get there.
4. What languages can I use to communicate with the owners/managers?
Typically, most owners/managers will be able to respond to inquiries in English along with the language spoken where their accommodation is located. Many owners/managers speak multiple languages. The languages spoken are mentioned in the listing.
5. If I call an accommodation owner or manager, am I obliged to rent from them?
Most owners are happy to talk to potential renters and you are not obliged to anything. If you call and get an answering machine, be sure to leave your name, number (clearly and slowly), the dates you are inquiring about and an appropriate time for them to return your call. Most owners/managers will indeed call you back. Please be considerate when contacting owners, you are often calling their home, so try to be aware of time zone differences and try not to call during dinner time or after 9pm.
6. I have called the accommodation owner/manager and have not heard back from them. Why?
Most owners/managers respond within 24-48 hours. If your initial contact was an email, try contacting them via telephone if the number is provided. Although we encourage owner/managers to respond whether they are booked or not, a small percentage may not respond to all inquiries on a timely basis. In these cases, we recommend you find an alternative accommodation with a more responsive and considerate accommodation owner/manager.
7. Are there extra fees beyond the nightly or weekly rental costs?
There are typically several additional fees beyond the nightly or weekly rental fee. These fees may include cleaning fees, local taxes and a refundable security deposit. In some cases, additional fees may exist for maid service, pool heating, telephone calls or other items specific to the accommodation. These fees are often spelled out in the accommodation listings, however, you should confirm these fees with the accommodation owner/manager prior to paying your deposit.
8.What currency are prices shown in? What currency can I pay in?
Prices in the listing summaries are shown in Euro’s for comparison purposes. Prices on the individual listings are shown in the currency of the accommodation owner's/manager's choice as indicated on the listing. The vacaza website allows you to convert the given currency into your own currency. You should confirm the final price and currency of the payment with the accommodation owner/manager.
9. How do I handle payments?
Payments are made directly to the accommodation owner/manager. Since each holiday accommodation is individually owned and operated, the payment methods and schedules will vary. Typically the owner/manager will require a reservation deposit, then the balance to be paid in one or two payments. Payment methods will vary. We recommend PayPal as your best option. Before you send any money (even the deposit) we recommend that you ask the owner/manager to send you a booking form and cancellation policies. It is best to retrieve these policies in writing.
10. What if something goes wrong while I am there?
Many owners/managers are generally very conscientious about their maintenance to ensure you will have a trouble free holiday. But in the unlikely event of breakdowns while you’re there, simply call the owner/manager or other appointed person. The owner/manager should be able to get the problem resolved quickly and professionally.
11. Can I get a refunds due to bad weather?
Since weather is beyond the control of the owners/managers, if you choose not to come or to checkout early due to the weather, you must understand that you will generally forfeit your rent. Many third party companies offer travel insurance that may cover a trip cancellation due to weather under certain conditions.
12. Do I have to clean the accommodation before I leave?
Cleaning policies vary from accommodation to accommodation. In some cases you will have to clean the accommodation yourself and wash the linens. In other cases, a cleaning staff will come in and clean after you leave. Be sure to ask the owners the check-out policies for the accommodation. Even if cleaning is provided, it is still expected that you leave the accommodation "broom clean". Just keep in mind that this is someone's home.
13. How can I provide feedback on my experience with a holiday accommodation or owner/manager?
Owners/managers typically appreciate feedback. Whether you have a suggested item that you would have enjoyed, or if something was not working properly, please let the owners/managers know. And of course if your accommodations was perfect, the owners/managers love to hear that also. VACAZA Services BV facilitates an accommodation review system (“Satisfaction Rates”) to allow the visitor to post feedback. The owners/managers will be informed regarding this feedback prior to publication. It is the sole responsibility of VACAZA Services BV to decide on the publication of the given feedback (eg. use of inappropriate language, discriminating or otherwise offending expressions are not permitted). If you have feedback you believe VACAZA Services BV needs to be aware of, please email firstname.lastname@example.org .
14. Classification definitions:
Exceptional. Among the best available
Excellent. Consistently achieves high quality levels with a wide range of facilities and services.
Very good. Provides a range of facilities and services and achieves good to very good quality standards.
Good. Exceeds customers’ minimum requirements with some additional facilities and services
Acceptable. Meets customers’ minimum requirements. Basic, clean, and comfortable accommodation
The accommodations are furnished to the standards and taste of the owners. VACAZA’s classification system of the holiday accommodation is suggested by the owner and cannot be compared to international standards.
15. Fraud Prevention Tips
VACAZA Services BV is not an accommodation management company and does not inspect the accommodation listed on the website. While fraud is rare, it can happen. The tips below are intended to help travellers avoid fraud.
• Fraud warning signs include an unusually low price, uncertainly regarding the exact accommodation location, or any suspicious behaviour of the accommodation owner/manager.
• If possible, use Paypal to pay. Credit cards typically offer protection in the event that your accommodation is not supplied as promised.
• If paying by Check or Money Order, take additional precautions and try to avoid using wire transfers.
• Proceed very cautiously if you must make an international payment using a money order or wire transfer.
• Speak to the owners/managers on the telephone versus strictly email.
• Ask the accommodation owner/manager for references from past renters.
• Request the street address of the accommodation rented and look it up on one of the internet based map sites, e.g. Google maps.
• Ask the owner where else the accommodation is advertised on the Internet and for how long.
• Never give out personal financial information (bank account number, social security number, etc.)