Frequently Asked Questions

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.

You will find the General Terms and Conditions (a.k.a. the rental conditions) in the Belvilla Help Centre section.

You will find this information under Contact Us.

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.

Belvilla, one of the leading vacation home rentals in Europe has over 40,000 vacation homes. In business for over 40 years, Belvilla has enabled vacationers book their desired vacation homes from around the globe at a value for money price.

Belvilla AG, based in Zurich Switzerland is the contracting party for guests.
Belvilla Services B.V, based in Eindhoven Netherlands is a service provider of Belvilla AG.

Belvilla has been a part of OYO since 2019. Founded in 2013, OYO is a full-stack, tech driven hospitality company that operates across 35 countries, offering a superior experience to both customers and homeowners.

The addition of OYO to the Belvilla logo reflects our journey to add more value to our customers and homeowners who have been part of the 40-year history in Europe, and are now supported by one of the global leaders in the industry, driven by technology.

OYO was founded in 2013 and since then it has grown into a technology focused company that operates in diverse geographies, keeping customers and homeowners at the centre of everything we do. This fast paced growth has been backed by a strong mission, to empower entrepreneurs and small and medium companies that own or operate hotels and homes by providing full-stack technology products and services that aim to increase their earnings and ease their operations, and to enable a global network of customers to book affordable and trusted accommodations through a seamless digital experience on OYO’s platform.

OYO has a comprehensive tech and product suite of 40 integrated solutions and offerings that create a strong value proposition for both customers and homeowners. OYO’s 3 click booking process, flexible cancellation policy and seamless payments and invoicing has led to superior customer experience across the globe. The OYO experience will come to Europe and Belvillas customers and homeowners over the next 12 months. This will ensure a uniformly elevated experience for all our customers and homeowners.

TRAVEL SAFELY WITH US AT YOUR SIDE 

Due to the Covid pandemic we still see changes in the regulations governing international travel come into force. We understand very well that you have questions about your booked holiday home. Of course we like to help you and provide clarity. 

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 for you below. We hope this will give you more clarity. If you still have (additional) questions, please reach out to our Customer Service team. 

We recommend that you keep abreast of the rules and regulations that apply for your stay. 

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.

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. 

 1. What if you have a voucher?

You can use this voucher on a booking or ask us to pay your money back. Please provide your IBAN details through your personal MyBelvilla environment and request for pay-out in the following link https://www.belvilla.com/contact-us

 2. I made a booking with you before February 1, 2021 and by that time it was still covered by SGR. How is my booking impacted by the decision of Belvilla to leave SGR? 

Nothing has changed for you. Your booking is still covered by SGR. For more information about the SGR guarantee we refer you to www.sgr.nl. 

3. What if I want to cancel my booking?

In principle the normal cancellation conditions will apply and we pay back what you are entitled to.

4. 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.

5. I have made a future booking with Belvilla, but I am worried that I will not be able to travel because of the Covid.  What should I do?

We advise you to stay informed of the measures and travel advice of your own government and local authorities. 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.

Please do not refrain from paying your booking in time as this will cancel your booking automatically, with cancellation costs. Of course you are always welcome to check the flexible cancellation conditions that might apply for your booking. These are available for you in your MyBelvilla space (you login with your booking number)  

On the My Belvilla home page you can sign up on the right-hand side. In order to do so you will need to enter an e-mail address and password once. You will need to enter a valid e-mail address, because we will then send you an activation link via e-mail. Once you have clicked on the link in this e-mail, your account will be activated. It's always advisable to change your online passwords regularly. 

On the My Belvilla start page you can click on 'Forgot password?' on the bottom left-hand side. You will now be asked to enter the e-mail address which you used to register on the site or make a booking with. We will send you a confirmation link to that e-mail address. After clicking on this link, you can enter a new password.  Choose a secure password and make sure to change it regularly. As soon as you save your new password, you can use it to log in.

You can change your password under ‘My details’ after you have logged in to My Belvilla. For security reasons, you will then need to enter your old password again. Have you forgotten your old password and can't log in? Then take a look at 'I can't log in anymore'. Have you successfully changed your password? Please remember that it is a good idea to change it regularly.

It is possible that the e-mail, which was sent to you automatically when you set up an account or reset your password, did not arrive in your mailbox. Still haven’t received an e-mail after ten minutes? Then try again. Do take the following into account:

• Make sure you enter a valid e-mail address in My Belvilla. The e-mail will be sent to this address.
• Because it's very busy on the Internet, sometimes it takes a few minutes before the e-mail gets to you.
• Despite the fact that Belvilla does everything it can in order not to have its e-mails classified as spam, the e-mail may still end up in the spam folder.
• If necessary, add the following e-mail address to the list of trusted e-mail addresses in your mailbox: no-reply@belvilla.co.uk.

If you have made a booking with Belvilla and you haven't set a password yet, you can enter your booking number once under 'Password'. You can then log in and you will immediately be asked to change your password to a personal password. Choose a secure password that no one else knows about, and remember to change it regularly.

You can view your profile details by clicking on "View profile" option after signing in to "My belvilla"

You can view all the bookings you have made with Belvilla by clicking on "My bookings" option after signing in to "My belvilla"

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.

Online:
Choose an available period on the house description page and click 'Book now'.

1. Check the cost overview, choose the insurance you want and click 'Next' to enter the 'Personal information' section.
2. Fill in your information and click 'Next' to enter the 'Review and confirm' section.
3. Check whether all the information is correct. Click 'Definite Booking' to confirm your booking.

Your booking will be confirmed online and via e-mail.

Via telephone:
You make a reservation over the phone by calling the Customer Contact Center.

When you are searching online, only available holiday homes are displayed. Specify a month and/or length of stay of your choice in order to see the available accomodations for that period.

After you have booked online or over the phone, you will receive a confirmation online and through e-mail. This Booking confirmation tells you when you need to make the first payment. You can make a payment via My Belvilla. After your payment is received in full by Belvilla, you will receive your accomodation ticket with the address information of the holiday residence through e-mail.

After booking you will receive a booking confirmation via e-mail right away. This booking confirmation contains the costs that need to be paid and the terms that apply. After you’ve made full payment, you’ll receive your accommodation ticket. This ticket provides the accommodation’s address information, information concerning the key handover and the emergency phone number.

You will find all of the information about your booking and payment under My Belvilla. Go to “Bookings” and select the correct booking. Here you will find all data on your holiday home and the status of your payment.

As soon as you click on 'Definite booking' in step 3 of the booking process, you will receive an e-mail confirmation. Your booking number is listed on this. We advise you to print this page and to retain it. If you do not receive a confirmation from us, please contact the Customer Contact Center.

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.

The period section on the bottom of the house description page exclusively shows prices for periods that are available. 

You can always book online, even in case of a short term departure. In case of a last minute booking (departure within six weeks) your booking is confirmed in the form of a provisional application. We will then check the availability by contacting the homeowner, who will personally agree or disagree within 48 hours. Please note: A provisional application is considered a binding reservation. Cancelling before agreement of the owner can only be done according to the standard cancellation policy.

As soon as you have made full payment, you will receive the accommodation ticket for the house you have booked. The exact address of the holiday home is listed on the ticket. Due to legal restrictions, we are not allowed to provide the address before a booking is made.

It is possible to visit a holiday home in advance. Contact the Customer Contact Center, with your schedule in order to make an appointment with the home owner. You will get a confirmation of the appointment with the address information of the holiday home sent to you via e-mail.

The calendar on the accommodation page shows exactly when the holiday home can be booked. Most holiday homes can be booked for both the current and the subsequent year. In exceptional cases, a holiday home can be booked on the day of departure, provided payment is received immediately.

Belvilla offers information about the accessibility of its holiday homes as specific as possible. Down the advanced search options you can select specific features, such as an adapted toilet, broadened passages or an elevator. On the accommodation page these features are described in more detail. This way, you can judge for yourself whether a holiday home is suitable for you and your travel companions.

Our website exhibits our entire offer of holiday accommodations including full description, layout, prices and availability. Because the internet is more complete and timelier than a brochure can ever be, we no longer provide paper brochures. Should you need help finding a suitable holiday home on the website, feel free to contact us by telephone.

A baby counts as a travelling person. The maximum number of people for your accommodation is listed in the search result and on the accommodation page. This is the total number of adults and children allowed. In some cases, this number may be exceeded by 1 or 2 babies from 0 to 2 years old. If so, this is stated on the first step of the booking process. However, you cannot assume extra inventory, like a baby bed, is present. Therefore, if you exceed the number of guests with a baby up to 2 years old, you need to bring a baby bed yourself.

You can view all reservations you have made with Belvilla by clicking on "My bookings" option after signing in to "My belvilla"

If you need to change dates on your reservation you can do this directly via your reservation details page in "My Belvilla". This allows you to change the dates on your reservation and any rebooking fees that may apply

If you need to change number of guests on your reservation you can do this directly via your reservation details page in "My Belvilla". This allows you to change the no of guests your reservation,subject to property availability and any rebooking fees that may apply

Homeowner contact will be shared with guests as soon as the payment is made and the booking is confirmed.

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

You pay a (minimum) of 30% of the total rental price plus optional cancellation insurance immediately after making your booking. The rest of the rental price must be paid six weeks before departure at the latest. If you pay in two instalments, then you will receive a reminder via e-mail one week before the second payment is due. If you are departing within six weeks, the payment must be made in one instalment. For a departure within fourteen days, the payment must be made in one instalment and via credit card.All payments via credit cards are charged immediately unless chosen to be charged later explicitly

To ensure correct and timely processing of your payment, please state your booking number with the payment. Our account numbers can be found under Contact Us or at My Belvilla. We kindly ask you to provide your booking ID in the bank transfer.

This is not a recommended mode of payment as it is slower than other online options available. It takes upto 5 working days to realise the payment in our system. Booking is not confirmed until the payment is realized and is subject to cancellation on any delay in payment realisation.

Payments done via My Belvilla should, under normal circumstances, be processed in our system, and as such be visible in My Belvilla, within 10 minutes after payment was made. If you do not pay via My Belvilla, payment processing time depends on the bank. As a result, your payment may not be received in time, in which case your booking will be cancelled. Therefore we advise you to pay via My Belvilla. In the unlikely event that you still exceed the payment deadline, please contact the Customer Contact Center immediately. If your payment is not received, Belvilla has the right to unilaterally cancel your booking and you will be charged cancellation costs. If Belvilla unilaterally cancels your booking, you will be notified via e-mail or telephone.

The payment deadlines are stated on your booking confirmation. You will find all the information on your booking and payments in My Belvilla.

No, the rental price must be paid in advance. Upon arrival you will pay, if indicated on your booking confirmation and accomodation ticket, a deposit and the on site costs.

You will find all the information on your booking and payment status in My Belvilla. Here you can check which payments have been received and which amounts you still owe or which are on their way.

Log in to My Belvilla. Go to “My Bookings” and select the correct booking. Click under “To be paid” on “Pay now with credit card”. You are now in a secure payment system.

If you have also paid the first instalment with a credit card, you will receive an e-mail a week before the second payment is due with a link to My Belvilla for the credit card payment.

If you get a reminder even though you’ve already paid, it’s possible the payment and the notice have crossed. In that case, please ignore the notice. You can find the actual status of your payment in My Belvilla at all times. Please keep in mind the duration of the payment process. Credit card payments are normally processed, and visible in My Belvilla, within approximately 10 minutes. For bank transfers, payment processing time depends on the bank, and may take longer than usual.

If you have paid via bank transfer and your payment confirmation is not visible in My Belvilla after the usual processing time of (international) bank transfers has expired, it is likely incorrect data (such as the booking number) has been passed with the payment, as a result of which we’ve been unable to process your payment properly. If you are convinced that you’ve made payment, you can send us a valid proof of payment. Visit our contact page and choose ‘My booking/reservation or stay’ as the subject of your message. You can now add the receipt as an attachment to your message. Your receipt will normally be processed within 24 hours and must include the correct amount and bank account details, as well as a confirmation from the bank. We’ll notify you in case your receipt fails to meet these requirements. If payment is still not received within 5 days after receiving the proof of payment, the validity of your receipt will expire.

No, it is not possible to pay in multiple installments.

If for whatever reason you have paid more than stated on your booking confirmation, or a complaint, discount or rebooking caused a payment discrepancy in your favor, you need to contact the Customer Contact Center. If it appears that we indeed received too much money (Note: This only applies if the overpayment is actually received on our account!) we will make sure the overpayment is reversed within approximately one week after notification. If you provide our Contact Center department with your IBAN/BIC data, the financial department will take care of the payment.

We respect your privacy and are committed to protecting it. Please view our Privacy Policy to find out more on how we deal with personal and technical data.

You can make pending payment for your reservation by clicking on the "Make payment" button by signing into your Belviilla account.

Directly after booking you have access to My Belvilla. This is where you make your payment. You will find a link to this page on the upper right of the website and in the e-mails regarding your booking.

Please note that your credit card will directly be charged at the moment of transaction. Belvilla Deutschland GmbH (address: An der Reeperbahn 6, 28217, Bremen – Germany with the Registration number: HRB6869) is the contracting party of the payment services provider Ingenico, a Worldline Brand, and might be mentioned on your bank statement. As a guest however, you have a contract with Belvilla AG for your booking of the holiday home.

After the full rental price has been paid, you will receive an accomodation ticket. The exact address and the coordinates of the holiday home are listed there. In My Belvilla you will find a link to Google Maps, where you can track the exact location of the holiday home, as well as the way there.

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.

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.

Because you must often pay a number of costs on site (ancillary costs on site and possible damage), you pay a security deposit as a guarantee when you arrive. When you cause damage above € 25 in or around the residence, this is usually covered by the mandatory damage insurance which is included in the rental price.

On your accommodation ticket you will find how the on-site costs are settled. 

On your booking confirmation and ticket you will find when the repayment of the deposit will be done. In order to accomplish the repayment, you need to fill in your bank account number as well as your IBAN and BIC codes in My Belvilla. You will find these codes on your bank statement. Your IBAN and BIC code make sure the reposit will be paid to the correct bank account.

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.

As tenant, you are liable for any damage caused to the property. Any damage should be reported to the homeowner or location manager immediately. Damage over €25 is often covered by the insurance that is automatically taken out with your booking, anything below that amount is on your own account. Whether the damage will be covered or not is determined by the insurance, based on the prevailing conditions. Damage resulting from reckless or negligent behavior is not covered.

When travelling through Europe with your dog or cat, you are required to carry their pet passport. This passport should at least contain proof of rabies vaccination. In addition, your pet should be provided with identification such as a subcutaneous chip or a tattoo. Both the passport and the identification can be obtained from your vet.

The presence of bed linen and bath towels varies per accommodation, and may or may not be subject to extra costs. This information can be found under ‘Costs on site’ on the accommodation page, on the booking page and also in My Belvilla after booking.

Unless indicated otherwise, you do not need to clean the accommodation. Obviously you should always leave the accommodation in a decent condition (“broom swept”). In addition, it differs per accommodation whether or not the cleaning costs are included in the rental price. This information can be found under ‘Costs on site’ on the house description page, on the booking page and also in My Belvilla after booking.

If tourist taxes are required, these are either already included in the rental price, or paid on site. The ‘Costs on site’ overview – which can be found on the accommodation page, in the booking process and in My Belvilla – will tell you which situation applies to your accommodation.

If you need to cancel your booking for circumstantial reasons, you can go to"Login" -> “My Bookings” → “Upcoming Bookings” → "View Booking" -> "Cancel Booking" ->, and cancel your booking. Kindly use your email id and booking number to log in.

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 section in FAQ’s. The cancellation conditions will be sent directly to your e-mail after booking.

If you cancel your booking, there will be a charge to cover our costs incurred in preparing for your stay. The charge increases, the closer to your arrival that you cancel. 

Cancellation charges include 100% of your booking fees and cancellation right charges (1% of your total rent) along with  x% of your rent basis the day of your cancellation against the arrival date. 

Cancellation Cost = 100% of (Booking Fee + Cancellation Right Charges +Cancellation Insurance Fee) + (Total rent paid by the customer+damage insurance  - cancellation right charges +Discount)*(x%) .

E.g : Total Paid Amount is 346  which includes Rent (311), Damage Insurance (10), Calamity (5) and booking fees (20). Assuming cancellation date is 43rd day against the arrival date then cancellation charges would be :

Solution :

Total Rent Paid = 311, Booking Fees = 20 and Damage is 10

Cancellation Right Charges = 1% of total rent = 3

Total Cancellation Cost = 100% of ( 20 + 3) + ( 311+10-3+0)*10% = 23 + 31.8 = 54.8

Please note 

1. Cancellation right charges will not allow you to cancel free of charge

2. booking fees and cancellation right charges are not applicable if you book under Free cancellation campaigns

For further clarification, Please refer to the terms of cancellation on the property page or the booking voucher at the time of booking.

If you have cancellation insurance with us, and the booking is cancelled for a reason covered by the insurance, we will calculate the refund on the travel sum. If applicable to your booking, you will also be refunded your travel insurance costs. Booking fees and the premium for the cancellation insurance cannot be refunded. 

In case you have booked a holiday home through a website of one of our partners, it is possible that the cancellation conditions of this partner apply. If this is the case, this will be stated at your booking.

We process cancellations during business days. If a cancellation reaches us after the end of a business day, we process the cancellation the next business day. The next business day determines the cancellation costs. ( Belvilla Terms & Conditions)

To avoid unforeseen costs, it is always wise to take out cancellation insurance. You can choose between two types of cancellation insurance which refund cancellation costs if circumstances force you to cancel your holiday or terminate it prematurely. The exact costs are precalculated for you during the booking process. You will find the insurance conditions and an overview of the premiums under Insurance.

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. For bookings with an arrival until the 1st of February 2022 it is not possible to add the insurance if you have already booked.

Belvilla Voucher Terms & Conditions

1. When can I use my voucher?

The voucher can be used from the date of issuance of the voucher. Bookings can be made up to 3 years from the Corona-voucher issue date. This means that the expiry date of the Converted Belvilla-voucher is the same as the expiry date of the original Corona-voucher.

2. What bookings can I make?

You can use the voucher to book any available holiday home on the Belvilla website.

3. Can I get a cash refund?

Yes, you can claim a cash refund for the balance of your voucher from 12 months after the Corona voucher issue date. Cash refunds are not available for any additional discounts or top up amount provided by Belvilla. Please note that any top up amount will only be used after the use of the original voucher amount.

4. How can I claim a cash refund?

You can contact the customer service department to request a cash refund. Visit here to raise a request https://www.belvilla.com/service

5. What is the duration of my voucher?

Your voucher is valid for 3 years from the Corona-voucher issue date. 

6. What happens after the expiry date of the voucher?

Belvilla will pay you the balance back minus any top up amount.

7. How do I check the balance of my voucher?

The balance can be checked on the My account section on the Belvilla website.

8. Where can I use my voucher?

You can use your voucher to book a holiday home that is available on the Belvilla website.

9. How to use the voucher code and the extra discount code?

You can fill in the discount code before you click the button ‘Confirm booking’ by adding the discount code in the field ‘Do you have a promo code’. The voucher code can be used as a payment method after you have clicked the button ‘Confirm booking’. 

10. What if my voucher is lost, stolen or damaged?

Look after your voucher as we cannot take responsibility if it is lost, stolen or damaged.

11. What happens if I cancel my new booking?

You only get refunded the amount you originally paid less any cancellation fees that are payable. You will not be entitled to any top up amount or additional discount amounts that were provided by Belvilla.

12. Currency of the voucher

The voucher will be in the currency of the cancelled booking. You may use the voucher to book holiday homes in the same currency as the voucher.

13. Interest

The value on the voucher does not earn interest.

14. Is the New Belvilla Converted Voucher backed by SGR?

No, the new Belvilla Converted Voucher is not backed by SGR.

15. I have already asked for a refund but I like the offer

Please immediately file a request above for a Voucher swap, and please send us an email that you don't want a refund. We will try our best to meet your request.

16. I have already asked for a refund – but I have not received anything yet?

We are busy handling all refund requests. The moment we will handle your request you will get a notification when you can expect the refund on your account, thank you for your patience.

You can check your voucher balance using your voucher number in "My Belvilla"

You can purchase a Belvilla Gift Card from 1-10000 Euros

You can purchase a Belvilla Gift Card by visiting our web page. You just have to choose the Gift Card denomination you want, fill up some basic details and make payment using the available payment options. The Gift Card will be sent securely to your email address.

In case you have not received the email, you can try the following steps in order and check after each step, for the same.

• Check SPAM folder in your mailbox, there can be cases when an email might go to your spam folder. It is always good to double-check.
• Click resend option on the web page, this option is visible on the screen once you have successfully purchased a gift card. It will retrigger the email.

If none of the above options works, you can call our customer support team.

You can use the Belvilla Gift Card on all Belvilla websites (except belvilla.co.uk) to book Belvilla vacation homes where the selected currency is EUR.

We at Belvilla don’t want you to share your unique Gift Card number with anyone as it has your money in it. Hence, a Reference Number is created for your convenience. While talking to customer support executive, you are required to share, only your reference id for us to resolve your query.

No, you can only pay using the Gift Card Number shared on your email.

Once you have purchased a Gift Card, you can use it instantly.

Yes a Gift Card can be used multiple times until it has the balance left.

No, you can not recharge or add more money to an existing gift card.

A Gift Card is valid for 5 years.

Any remaining amount in the Gift Card also expires post expiry date of the Gift Card. Make sure you use all the amount before expiry.

Gift cards once purchased, can not be cancelled or returned.

Gift cards are directly sent over your email address securely. Belvilla is not liable for any misuse of your Gift Card, however, you can call us to block your Gift Card and ask our customer support to issue a new one with the remaining amount. New Gift Card will be sent to you over the same email id.

Visit Belvilla Gift Card Page and choose option “gift to your friend”, enter your friend’s name along with your details and proceed to payment. Once purchased, you will receive the Gift Card on your email with a pdf copy that you can share with your friend. It will not have details of the amount you paid.

You can check your gift card balance using your gift card number in "My Belvilla"

- Belvilla has two different campaigns with flexible cancellation conditions: you can cancel for free up to 43 days before arrival for a vacation home until 31 December 2023. Some vacation homes have more flexible conditions and offer free cancellation up to 21 days before arrival; however, this offer is valid on selected vacation homes until 31 December 2023.
- These offers are valid for bookings made on or before 30 June 2023.
- The full amount paid will be refunded via the original payment method.
- These offers only apply to selected houses and dates of stay. Please check the terms and conditions before making your booking.
- These offers do not apply to holiday parks.

The coupon is valid on all bookings placed until 30 June 2023.
The coupon is applicable on all properties except holiday parks.
The coupon is valid for all stays happening between 01 July 2023 to 31 August 2023.
This is a flat 5% off coupon with a maximum discount of €100
Only 1 coupon code can be used per booking
The code cannot be exchanged for cash
Belvilla holds the right to remove the offer at any point in time

The coupon is valid on all bookings placed up to 30 June 2023.
The coupon is applicable on all properties except holiday parks.
The coupon is valid for all stays happening between 01 September 2023 to 31 December 2023. 
This is a 10% off coupon for upto € 100.
Only 1 coupon code can be used per booking.
The code cannot be exchanged for cash.
Belvilla holds the right to remove the offer at any point in time.
This coupon is valid on all stays except Croatia. 

The coupon code for the “Last-minute” campaign is SPRING20.
The coupon is valid on all bookings placed up to 30 June 2023
The coupon is applicable on all properties except holiday parks
The coupon is valid on stays till 14 July 2023.
This is a flat 20% off coupon up to Є100.
Only 1 coupon code can be used per booking
The code cannot be exchanged for cash
Belvilla holds the right to remove the offer at any point in time

The coupon is valid on all bookings placed up to 30 June 2023.
The coupon is applicable on all properties except holiday parks.
The coupon is valid for all stays up to 19 December 2023.
This is a 10% off coupon for upto  € 150.
Only 1 coupon code can be used per booking.
The code cannot be exchanged for cash.
Belvilla holds the right to remove the offer at any point in time.
This coupon is valid only in Croatia.  

The coupon is valid on all bookings placed up to 25 March 2023.
The coupon is applicable on all properties except holiday parks.
The coupon is valid for all stays up to 31 March 2023. 
This is a 20% off coupon for upto Є 200 with a minimum booking amount of Є1500. 
Only 1 coupon code can be used per booking.
The code cannot be exchanged for cash.
Belvilla holds the right to remove the offer at any point in time.
This coupon is valid on all properties except in Croatia. 

The coupon is valid on all bookings placed up to 30 June 2023.
The coupon is applicable on all properties except holiday parks.
The coupon is valid for all stays happening between 01 January 2023 to 31 March 2023.
This is a 10% off coupon for upto Є100.
Only 1 coupon code can be used per booking.
The code cannot be exchanged for cash.
Belvilla holds the right to remove the offer at any point in time.
This coupon is valid on all stays except, the Netherlands Croatia and Austria.

TRAVEL SAFELY WITH US AT YOUR SIDE 

Due to the Covid pandemic we still see changes in the regulations governing international travel come into force. We understand very well that you have questions about your booked holiday home. Of course we like to help you and provide clarity. 

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 for you below. We hope this will give you more clarity. If you still have (additional) questions, please reach out to our Customer Service team. 

We recommend that you keep abreast of the rules and regulations that apply for your stay. 

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.

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. 

 1. What if you have a voucher?

You can use this voucher on a booking or ask us to pay your money back. Please provide your IBAN details through your personal MyBelvilla environment and request for pay-out in the following link https://www.belvilla.com/contact-us

 2. I made a booking with you before February 1, 2021 and by that time it was still covered by SGR. How is my booking impacted by the decision of Belvilla to leave SGR? 

Nothing has changed for you. Your booking is still covered by SGR. For more information about the SGR guarantee we refer you to www.sgr.nl. 

3. What if I want to cancel my booking?

In principle the normal cancellation conditions will apply and we pay back what you are entitled to.

4. 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.

5. I have made a future booking with Belvilla, but I am worried that I will not be able to travel because of the Covid.  What should I do?

We advise you to stay informed of the measures and travel advice of your own government and local authorities. 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.

Please do not refrain from paying your booking in time as this will cancel your booking automatically, with cancellation costs. Of course you are always welcome to check the flexible cancellation conditions that might apply for your booking. These are available for you in your MyBelvilla space (you login with your booking number)  

Belvilla Money is a discounting mechanism in which you earn some money that can be used as a discount on your booking on Belvilla websites.

You can earn Belvilla money if you sign up on Belvilla for the first time or you have completed the stay. You can also earn additional Belvilla Money when you refer your friends to Belvilla, and again once they make a booking.
We will also run some marketing campaigns where you might be eligible to win Belvilla Money.

In order to use Belvilla Money you will need a Belvilla account

By logging into your Belvilla account you can check Belvilla Money balance.

Both transactions of 50 euros, 30 euros will expire on a different date. Every Belvilla Money load has a validity of minimum 1 day. Actual expiry date can be checked on email where you have received information about the load or by signing into your belvilla account

You may use the Belvilla Money on the Belvilla websites before making a reservation. Please note this is not real money , it is used a discounting mechanism.

The amount of money to be used as discount varies from property to property and user to user. Few properties might allow you to use all your belvilla money for the booking based on the application logic.

Sorry, we can’t give you cash for your Belvilla Money balance. Belvilla Money can’t be exchanged for cash / transferred / returned / refunded.

This case happens if you have a Belvilla account already with us. When you log in to your existing account, the balance reflected is of your existing Belvilla account.

You can not exchange Belvilla money for cash or transfer it to your bank account or another user account in belvilla. You can only use it to get a discount on your booking via Belvilla website

No you can not apply Belvilla money after you have made reservation

Your referral is the last segment of your referral URL. Example : your referral URL is belvilla.com/r/kantam76. Your referral code will be “kantam76”

Once your friend signs up with your referral link or referral code, they will receive 100 Euros in their Belvilla wallet which they can use for their booking.

You need to sign up through the referral link shared by your friend or enter your friend’s referral code to get credit in your wallet.

You will receive credit once your friend has signed up.

When you refer your friend, your friend is entitled for a €100 free stay at Belvilla.

The voucher can be used from the date of issuance of the voucher. Bookings can be made up to 3 years from the Corona-voucher issue date. This means that the expiry date of the Converted Belvilla-voucher is the same as the expiry date of the original corona-voucher.

You can use the voucher to book any available holiday home on the Belvilla website.

Yes, you can claim a cash refund for the balance of your voucher from 12 months after the Corona voucher issue date. Cash refunds are not available for any additional discounts or top up amount provided by Belvilla. Please note that any top up amount will only be used after the use of the original voucher amount.

You can use the voucher to book any available holiday home on the Belvilla website.

Your voucher is valid for 3 years from the Corona-voucher issue date. 

Belvilla will pay you the balance back minus any top up amount.

You can use your voucher to book a holiday home that is available on the Belvilla website.

You can fill in the a discount code before you click the button ‘Confirm booking’ by adding the discount code in the field ‘Do you have a promo code’. The voucher code can be used as a payment method after you have clicked the button ‘Confirm booking’. 

Look after your voucher as we cannot take responsibility if it is lost, stolen or damaged.

You only get refunded the amount you originally paid less any cancellation fees that are payable. You will not be entitled to any top up amount or additional discount amounts that were provided by Belvilla.

The voucher will be in the currency of the cancelled booking. You may use the voucher to book holiday homes in the same currency as the voucher.

The value of the voucher does not earn interest.

No, the new Belvilla Converted Voucher is not backed by SGR.

Please immediately file a request above for a Voucher swap, and please send us an email that you don't want a refund. We will try our best to meet your request.

We are busy handling all refund requests. The moment we will handle your request you will get a notification when you can expect the refund on your account, thank you for your patience.

Cashback is only applicable on non-rated homes ie. homes without any review score. If you are the first guest to stay in house (and first to rate your experience), you will be getting a cash-back as per pre-defined rule, i.e on successfully submitting your stay experience with us, from your account through which you made the payment.
After your departure you will get an email on the booking email id to submit your stay experience

Cashback amount will be credited to the eligible guest’s account within 28 days, after reviewing your stay with us.

No, cashback is applicable only on homes with no prior rating.

Cashback will be actual cash refunded back on your original payment source, while coupon code will be applicable on future bookings that you make via Belvilla.

Cashback will be given to you in a form of refund to a payment method from which you have paid for the booking.

1. What is Average rating?

In 2021, we introduced the concept of average rating for our homes listed on the Belvilla website that do not have their own guest reviews score. It was done to give guests a proxy for the actual guest rating to compare, so they don't miss out on a fantastic vacation home because it doesn't have a rating.

2. How is this rating calculated?

The average rating of Belvilla Homes is calculated on the basis of average actual guest ratings of nearby homes in the same region.

3. How is the average rating related to the actual guest rating?

The average rating of homes in a region signals the average quality of new Belvilla homes that pass through the same process, checking on the quality of infrastructure and revenue-generating ability. They are on-boarded by the same set of people, have the same owner and customer support teams responding to queries and issues, and the same booking modification and refund policies  etc.

4. Which properties does this system apply to?

This is shown on homes that do not have their own guest ratings, once a home gets its  own guest ratings,then those are shown to guests on the front-end

5. Is this system replacing guest reviews?

No, this is to help potential guests so that they don't miss out on our best vacation homes just because it doesn't have a rating.

6. How frequently are these ratings updated?

These ratings are updated on a rolling basis and not instantly.

1. What is SEPA Direct Debit?

SEPA (Single Euro Payments Area) Direct Debit is a payment method that was introduced to unify  payments across Europe. It allows a merchant to pull an amount from the customer's account directly after getting the consent from the account holder or the customer. The consent document is called a mandate, and has to be signed by the customer to authorize the vendor to collect payments directly from their bank account.This is a bank-to-bank transfer method used in countries belonging to the European Union together with the four members of the European Free Trade Association (Iceland, Liechtenstein, Norway and Switzerland). Monaco, Andorra, San Marino, and the Vatican City State are also part of SEPA.

There are several advantages of implementing and using SEPA Direct Debit:

• SEPA Direct Debit allows merchants to collect direct debits in 36 separate countries.

• It allows for a greater number of transactions and allows merchants, payers and banks to keep payment processes relatively simple.

2. How does SEPA work? How is it different from other available payment methods?

In order to debit an account, businesses must collect their customer’s name and bank account number in IBAN format. During the payment flow, customers must accept a mandate that gives the business an authorization to debit the account before an agreed due date.

3. When does the amount get debited from the customer’s account through SEPA?

1. The merchant is authorized by the customer to debit payments from the customer's account by issuing a mandate with relevant details.

2. Then, to transfer funds, the merchant will send a payment request along with a copy of the mandate to his bank.

3. The merchant’s bank will authorize and forward the mandate to the customer’s bank.

4. The amount is debited from the customer’s account on or before the due date as agreed upon in the mandate and the terms and conditions of the booking made.

4. Can I choose any other option of payment once I have selected SEPA Direct Debit?

At the moment no, but we are working with our legal and tech team to come up with a solution to allow alternative solutions of payment on our website if SEPA Direct Debit fails or payment is not collected from your account.

5. What will happen to the booking if a chargeback is initiated?

Since the customer has initiated a chargeback, we will cancel the booking. 

6. If insurance is added after creation of the booking, will it be charged through SEPA?

No, This is not possible, as stated above the money is debited from the customer’s account basis the “mandate” agreed amount. The merchant can not charge more than or less than the agreed amount in the “Mandate” taken during the booking time. The customer is encouraged to use a different payment method such as paypal, visa, mastercard & iDeal as Belvilla won't be able to collect more than the intended amount after booking. Any modification made in the booking ID after the Initial booking time is not covered under SEPA Direct debit.

7. How do I make a pending payment if I have selected SEPA Direct Debit?

You are encouraged to use a different payment method such as PayPal, Visa, Mastercard or iDeal as Belvilla won't be able to collect more than the intended amount after booking.

8. If the first payment has been charged through SEPA Direct Debit, will the second payment also be auto debited?

This is not necessarily the case. If during the original booking the customer has chosen to pay only the first tranche payment through SEPA, then the second payment will not be auto debited. If however the customer has selected to pay both the first and the second tranche through SEPA direct debit, then the second payment will also be automatically debited.

9. If the mentioned debit date has passed and no debit was done, what should I do?

Please reach out to our customer service. They will help you out.

10. If there is a change in booking amount, then how does SEPA debit work, because at the beginning there is a legal sign off for a fixed booking amount bw customer and guest 

The money is debited from the customer’s account only on the basis of the “mandate” agreed amount. The merchant can not charge more than or less than the agreed amount in the “mandate” taken during the booking time. The customer is encouraged to use a different payment method such as Paypal, Visa, Mastercard or iDeal as Belvilla won't be able to collect more than the intended amount after booking. 

11. What needs to be done if I don't have sufficient balance in my account? Can I pay the rest of the booking amount through other payment methods?

It is your obligation to maintain sufficient balance in your account if you have agreed to SEPA direct debit as payment method. If the money is not received by the merchant after the merchant’s bank has run the SEPA authorisation your booking will be canceled. 

No, at the moment, you cannot use any other payment method to make the payment for the contractually agreed mandate amount. We are exploring the possibility with our legal and tech team to offer you other payment methods in such situations.