Preguntas frecuentes

General

Belvilla se dedica a casas de vacaciones desde 1980 y es un turoperador internacional que ofrece gran variedad de casas de vacaciones características de alta calidad en toda Europa. Desde castillos hasta casas rústicas, desde granjas hasta molinos, desde casas hasta mansiones.

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Puede encontrar las Condiciones Generales o las condiciones de alquiler en el apartado de Información y servicio.

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Encontrará esta información en Contacto.

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¿Tiene alguna queja sobre la prestación de servicios de Belvilla, o sobre su estancia? Puede hacernos llegar su queja en el apartado Contacto, seleccionando en el tema de su mensaje «Otro(s) asunto(s)» y a continuación «Tengo una queja». Si tiene una queja en el propio lugar de la reserva, haremos todo lo posible por solucionar el problema durante su estancia. Encontrará el proceso de reclamación completo en nuestras condiciones de alquiler.
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Estimado cliente: si aún no ha recibido su cupón, por favor, tenga en cuenta que estamos haciendo todo lo posible para enviárselo cuanto antes, a pesar de que se puedan producir algunos retrasos. Si desea realizar otra reserva y aún no ha recibido el cupón, por favor, póngase en contacto con nosotros por teléfono. Si está preocupado por no haber recibido su cupón, no es necesario que se ponga en contacto con nosotros por teléfono o email: estamos haciendo todo lo posible por enviárselo cuanto antes.

TRAVEL SECURE WITH US BY YOUR SIDE 

Unforeseen regulatory changes in international travel have come into effect due to the global nature of the Coronavirus outbreak. At Belvilla, your health, safety and security are our foremost endeavors. To offset the uncertainties of the times, we want to assist you with your bookings or modifications that you may require. 

As per developing reports, the outbreak is being monitored and worldwide measures are being taken to prevent further spread of the virus. As a conscious brand, we have introduced changes in our policies to enable ease of travel bookings for our guests. 

We recommend you to stay updated with the World Health Organization guidelines and directives and act accordingly.
 

Bookings in Areas with a travel warning

In case you have a booking in an area with a travel warning, your booking will be canceled automatically by Belvilla at the latest 3 days before the arrival date. You will receive a voucher with your paid amount by email. For more information about the voucher* please read below.

This voucher can be used to book a new holiday according to the conditions stated below.


Frequently asked questions in conjunction with corona

*What is a voucher?

A voucher is a digital credit stored at Belvilla you can use to make a booking. This voucher has been created on advice of the SGR for all cancelled bookings due to the Coronavirus.

Because of the extraordinary situation we are dealing with, the SGR offers its participants, such as Belvilla, the option to issue a corona-voucher* that is covered by the SGR guarantee scheme and encourages consumers to make use of this voucher. The guarantee scheme protects the consumer from financial loss should the participant not perform due to financial inability. It is thus an extra safeguard for the consumer that we want to offer you.

For the full conditions we like to refer you to the website of SGR: https://www.sgr.nl/guarantee/

        1. How will I receive my voucher?

We will send you the voucher by email. In case we promised you the voucher but you haven’t received it yet, please check your spam folder. At the moment we are very busy and will make sure you will receive the voucher as soon as possible and at least 3 days before your arrival date.

1a. 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 a previous telephone contact and have promised you a voucher, we would like to ask you for your patience. At the moment we are busy sending these vouchers and will make sure you will receive this as soon as possible.

         2. ¿Cómo utilizar el cupón?

Cuando realice una reserva a través de nuestra web, le pediremos que utilice el código único de su cupón en la página de pago. Puede introducir el código del cupón y la cantidad que se deducirá automáticamente dependerá de la reserva que esté haciendo. Si el importe de su reserva es inferior al que contiene el cupón, el saldo restante se acumulará en el cupón y podrá utilizarse en futuras reservas. Sin embargo, si el importe de su reserva supera al que contiene el cupón, tendrá que abonar la cantidad restante durante el proceso de pago.

        3. What Is the Amount of the voucher?

The amount of the voucher is the total amount paid for your current booking including cost on site and insurance cost (if applicable). Deposits paid to Belvilla will be refunded (due to the extra workload at this moment, this process might take up to 8 weeks)

        4. Why did Belvilla start working with vouchers?

We realize that - under normal circumstances - in the event of a cancellation by Belvilla, we would have to refund your paid amount. However, the current situation is so exceptional that we take the view that it is justified to make an exception. We are supported in this by the SGR and the ANVR.  The ANVR and SGR also have updates about this on their website. In fact, this procedure is equivalent to the possibility to rebook free of charge, as is currently done by various airlines and tour operators. We are counting on everyone's understanding for this.

        5. Is it allowed to have an expiration date on this voucher?

Yes, it is allowed to have an expiration date on this voucher. We follow the guidelines as stated by the SGR.

        6. Is this voucher transferable to another person?

Unfortunately this voucher can only be used by the main booker since the voucher is linked to the account of this main booker.

        7. What is the expiration date of this voucher?

For the exact expiration date we would like to refer you to the voucher you have received from Belvilla.In case we promised you the voucher but you haven’t received it yet, please check your spam folder

        8. Can I use this voucher for summer season and winter season holidays?

Yes of course this is possible. The voucher is valid for ALL holidays booked through Belvilla.

        9. What if the rebooked holiday is less expensive than my current booking?

The amount on the voucher not used for the booking will stay valid on the voucher for later use within the expiration date.

        10. What if the rebooked holiday is more expensive than my current booking?

In case you made a new booking which is more expensive than the current booking, you will be asked to pay the difference.

        11. Can I use this voucher for several bookings?

Yes, it is possible to use the voucher for several bookings. Please be aware that the booking should be done by the main booker. The amount on the voucher not used for the booking will stay valid on the voucher for later use within the expiration date.

        12. What if I rebook my holiday using the voucher and there are still travel restrictions in place?

Please be aware that if you use your voucher, for some countries travel restrictions may still be in place for the arrival date you have chosen. Please make sure you check this, before you make the booking. In case you booked a new holiday using the voucher, and unfortunately the new booking must be canceled again because of a changed travel restriction, you will receive the paid amount as a new voucher.

        13. Why am I informed by mail that my booking is canceled and not by phone?

At this moment we regret we don’t have the capacity in our customer service center to inform you personally. To stay available as much as possible for emergencies we decided to inform you by email. Our apologies for the impersonal approach and thank you for your understanding.

        14. I have a future booking but I’m concerned to travel because of the Coronavirus, what should I do?

We are monitoring all of our bookings closely. In case travel to or from the holiday destination is prohibited, we will handle accordingly. We recommend you to keep yourself informed by your own government. Your safety is of our utmost importance!

        15. How should I save my cancelled booking agreement?

You received the cancelled booking agreement by email. Please save this e-mail together with your corona-voucher and your original proof of payment on your computer for later reference.

In case you use ‘My Belvilla’ the booking information will also be saved in your ‘My Belvilla’ account.

        16. How can I make a correct proof of payment?

- Login at your bank account and go to your payment to Belvilla.
- Make a print screen of the payment, using the "PrtScn" button
- Save this file to your computer for later reference.

        17. I’m currently on holiday and the situation has changed e.g. lockdown

If you are staying where the travel warning changes (e.g lockdown), reach out to us on the 24/7 SOS (number listed on your travel-voucher) and local offices. Till then, stay safe and follow advisories issued by the relevant authorities.

New Bookings

Hopefully, the current situation will improve. If you’d like to make a booking for the future, we understand that you might want the flexibility to change or push your booking. Hence, we have allowed ‘Free Rebooking’. If the booking is made in the house with the tag 'Free Rebooking' then it means your booking falls under the temporary policy which we have issued in effect of the current situation. This gives you the flexibility to rebook your holiday home. This flexible plan allows you to reschedule the stay dates or choose a different holiday home for travel during 2020. The rebooking amount should be the same or less than the original. The difference, if any, shall be borne by the guest. 

This is valid for all bookings with an arrival date of 2020 made during this period. The Rebooking request can be made by calling on our Customer Service number till June 30, 2020. We are by your side, feel free to change, push and postpone your booking as per your convenience. 

For Your Reference: 

Advisory issued by relevant authorities with current status: 

·   World Health Organisation (WHO)

o   Information on the Coronavirus

·   Austria

o   Travel advice. 

o   Information about Coronavirus. 

·   Belgium 

o   Travel Advice. 

o   Information about Coronavirus

·   Croatia 

o   Travel Advice. 

o   Information about Coronavirus

·   Czech Republic. 

o   Travel Advice

o   Information about Coronavirus

·   Denmark: 

o   Travel Advice

o   Information about Coronavirus

·   Netherlands

o   Travel advice`

o   Information on the Coronavirus

·   France

o    Travel advice

o    Information on the Coronavirus

·   Germany

o    Travel advice

o    Information on the Coronavirus

·   Greece

o    Travel advice

o    Information on the Coronavirus

·   Italy

o    Travel advice

o    Information on the Coronavirus

·   Luxembourg

o   Travel advice

o   Information on the Coronavirus

·   Norway. 

o   Travel advice

o   Information on the Coronavirus

·   Poland. 

o   Travel Advice. 

o   Information on the Coronavirus

·   Portugal. 

o   Travel Advice. 

o   Information on the Coronavirus

·   Slovenia

o   Travel Advice. 

o   Information on the Coronavirus. 

·   Spain

o   Travel advice

o   Information on the Coronavirus

·   Sweden

o   Travel advice

o   Information on the Coronavirus

·   Switzerland

o   Travel advice

o   Information on the Coronavirus

·   UK

o   Travel advice

o   Information on the Coronavirus

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