Frequently asked questions

Information about payments

When do we pay for our booking?

You can either pay the entire rental price in full when making your booking or you can pay it in two installments (provided that you book more than eight weeks before the beginning of your visit). The first installment will be 25% of the rental price and must be paid within seven days from your booking. The second installment will be 75% of the rental price and must be paid by no later than eight weeks before the beginning of your stay.

Is the first installment payment the same as the deposit?

No, payment of the first installment is not the same as a deposit.

The installment payments make up the rental price which is to be paid prior to your arrival, while the deposit is the homeowner’s guarantee that the house will be left neat and tidy and that you will pay for utility costs incurred during your stay. The deposit and any charge for departure cleaning must be paid upon your arrival at the property.  

When is the deposit paid?

You have three options when it comes to paying your deposit and departure cleaning charge:

1. Pay in cash to your service consultant upon arrival.
2. Pay online prior to arrival using the renter log-in details in your booking confirmation. Please note that when choosing this option there may be a processing time of up to three weeks before your final deposit settlement sum is ready – read more about this below. 
3. Pay via bank transfer. The amount must be visible in our account no later than three days prior to your arrival so that we can inform the service consultant and send you a confirmation email. The amount should be transferred to account: Reg. No. (Sort Code): 3627 Account: 3675389519. Remember to cite your order number on the transfer. Please note that when choosing this option there may be a processing time of up to three weeks before your final deposit settlement sum is ready – read more about this below. 

NB! If your booking is for a house in Olpenitz please read the information on this page.

When will we get our deposit back?

If you pay your deposit in cash upon your arrival, then you will typically get your deposit back when leaving the holiday home (less the cost of your electricity, water and heat consumption). If you pay your deposit via bank transfer or renter log-in, then we will send you a bill and return your deposit over the course of two to three weeks depending on the season and how much demand we are experiencing.

Can we pay the deposit and cleaning charge by Dankort or MobilePay upon arrival at the holiday home?

You can pay the deposit using Dankort or MobilePay before your arrival by using the renter log-in details in your booking confirmation. In such case, we ask that you pay the deposit before arrival. Deposits can only be paid on site in cash.  

Utility charges

What kind of utility charges can we expect?

Energy consumption in our spa and poolhouses will vary greatly depending on the size of the house, its design, the weather, the number of guests and your general use of the house’s facilities. You can expect your energy consumption to be higher in a spa or poolhouse compared to a traditional holiday home, as it takes more energy to keep the pool and wellness facilities heated. You are welcome to contact us if you would like a non-binding estimate of what your utility costs might be for a specific house.

Please note that when you rent one of our houses you will be responsible for all utility consumption throughout the entire rental period. If you arrive late and/or depart early without informing your service consultant, the meters will be read at the beginning and end of the rental contract period and your utility charges will be calculated on this basis.

What can we do ourselves to keep utility costs down?

You can exert a positive effect on your utility costs by covering the pool with the cover and removing water from the tiles in the pool room after each swim or dip in order to reduce use of the room’s dehumidifier.  

Arrival/departure

What time can we arrive at the house?

The house will be at your disposal from 15:00 on your day of arrival. It is not normally possible to access the house earlier than that.

What time do we need to vacate the house by?

The house is at your disposal until 10:00 on your day of departure (or 11:00 if you are departing on a Sunday). A later departure than that is not usually possible.

How can we collect the key?

All of the houses have a service consultant, who will be there to provide you with the keys when you arrive. So please contact your service consultant no later than the day prior to your arrival in order to arrange a time for handover of the keys. You can read more about our unique service concept here. 

Bookings/Cancellations

Is it possible to cancel a booking?

When you book a house via VillaVilla our peace-of-mind guarantee is always included in the rental price. Our peace-of-mind guarantee includes cancellation cover and tenant damage cover for ultimate peace of mind and security, both before and during your stay. You can read more about our peace-of-mind guarantee here.

When are weekend stays available?

All of our holiday homes can be rented on a weekend basis (minimum two nights) in November, December and January. Some houses are also available for weekend rentals in February and March.

Certain owners choose to allow weekend or weekly rentals with your choice of arrival date during other periods of the year (e.g. May and September) if their houses still have some unbooked weeks as the time approaches. During the summer months and around holiday periods, the houses are only available to rent for an entire week.

You are welcome to search for the weekend you have in mind here.

Miscellaneous questions

Can we bring the dog?

Up to a maximum of two cats or dogs are welcome in several of our holiday homes, while other owners do not allow pets in their summer houses at all. You can search specifically for homes that allow pets using our search page here.

Who should we contact if we have any problems during our stay?

Should you find that anything is missing/broken or if you have any issues or questions during your stay, you can contact the house service consultant who will do their utmost to solve your problems in the best possible way.