Frequently asked questions

On this page you can find the answers to frequently asked questions about VillaSud or renting a house. For questions not included in the list below, please contact the VillaSud Team. You can reach us by phone +31 30 6910645 or email info@villasud.nl.

General

  • Why do I pay a fee for the VillaSud Service Package?

You want a carefree holiday in the villa of your choice. VillaSud makes sure you can do this. We make sure that everything is settled for you as a tenant. All you have to do is enjoy your vacation. And that's what your holiday is about, right?

The VillaSud Service Package is the sum of all our services for you - as a tenant. To do this, we charge you an all-inclusive fee when booking, so you know exactly where you are in terms of costs. In your offer you see - in addition to the rental price of your villa - under "Service Package" a total fee.

For more information on the Service Package of VillaSud click here.

Which guarantees VillaSud offers its customers?

VillaSud is active since 1999 as a specialist in the rental of luxury holiday villas on the Cote d'Azur and Provence. Meanwhile, we have become a prominent player in the rental of luxury properties. We offer our services over the internet. Therefore, we want to offer our customers the necessary guarantees associated with traveling (‘Stichting Garantiefonds Reisgelden’ - see the next FAQ) and all securities that are linked to the use of the Internet. Look at what our customers think of us: Review of VillaSud Service.

Why is VillaSud affiliated with the ‘Stichting Garantiefonds Reisgelden’ (SGR)?

VillaSud (Registered Chamber of Commerce Utrecht Nr: 52931978) is a registered participant of SGR. You can verify this on www.sgr.nl. Holidays listed on this website are covered by SGR’s guarantee, within the terms the guarantee scheme. Under SGR’s guarantee, consumers shall have their prepaid travel sum refunded if their counterparty is unable to fulfill its contractual obligations due to financial inability. To the extent that the agreement includes the transport and the destination has already been reached, the return trip will be arranged. VillaSud BV is affiliated with the SGR under number 3161.

Booking

How do I make an online booking via VillaSud?

You can submit a reservation request at VillaSud through our website, phone and email. After receiving your reservation request VillaSud checks with the owner of the villa if your booking can be confirmed. As soon as your booking can be confirmed, you will receive a booking confirmation by email, which also serves the invoice. The rental agreement is concluded. For details, see the Terms and Conditions.

Is there a possibility to withdraw from the contract?

A Booking Confirmation is final and cannot be changed unless you invoke Article 8.1 of the General Conditions of VillaSud. The Dutch legislation on distance selling, and in particular the grace period of 14 work days is not applicable to travels purchased via the internet. Further to the European Directive on distance selling, which also provides for an exception with respect to the booking of accommodation, this Dutch legislation provides for an exception with respect to the travel industry due to the specific character of the provided services. In accordance with Article 8(3)(a) General Terms and Conditions of the Dutch Thuiswinkel the services of VillaSud are excluded from the right of cancellation as specified in Article 6 of said conditions.

To provide flexibility to our tenants, VillaSud offers the opportunity to change or cancel the booking in writing free of charge ultimately within two work days of receipt of the Booking Confirmation. However, if the stay in your accomodation will take place within one month or less of the booking, you have no right to change or cancel the booking. 

Payment

How do I pay?

After booking you will receive a booking confirmation by email, which is also your invoice. This confirmation states the payment date(s) and lists the payment details of VillaSud. Billing takes place exclusively in euros and includes VAT.

Do I have to pay the whole rental amount at once?

35% of the Rental Amount shall have been received by VillaSud within seven days of receipt of your Booking Confirmation. The remaining 65% of the Rental Amount shall have been received by VillaSud ultimately 8 weeks prior to your stay in the accomodation. 

If the booking is made less than 8 weeks prior to your stay in the accommodation, the entire Rental Amount shall be paid in full (by electronic transfer) at the time of the booking.

Once your payment has been processed by VillaSud you will receive a confirmation by mail that your payment is received. For details, see the Terms and Conditions.

Can I pay by credit card?

Payment is by bank transfer, based on our bill. Direct payment by credit card is not possible. See also the PayPal payment.

Can I pay with PayPal?

You have the option to make your payment through PayPal at an additional charge. Would you like to pay via PayPal? Please indicate this in advance to our VillaSud Team. The full costs of the PayPal service will be charged to you as an additional fee.

Costs for a PayPal payment made completely or partially from the Netherlands via Debit and / or Credit amount is 3.4% on the amount paid through PayPal. For international payments, 3.9% is charged (Europe / USA / Canada); the cost for payments from the rest of the world is 5.2%.

We have a strong preference for payment by bank transfer in view of the additional costs (processing through PayPal).

Why should I pay a security deposit?

All owners of Holiday Homes whereby VillaSud acts as intermediary require payment by Tenant of a security deposit. Such deposit will serve as security for payment of any damage/costs caused by the Tenant (e.g. cleaning costs, costs for damage to property or goods, costs resulting from exceeding the agreed occupancy level, noise nuisance, etc.). The amount of the security deposit is stated on the Booking Confirmation. 

VillaSud has no control over this deposit. For a number of properties security deposit requires to be paid in cash, which at departure date will be refunded by the house manager minus any additional costs. In many cases VillaSud collects the security deposit on behalf of the owner within the final payment of the invoice. After the rental period this security deposit can be repaid with the consent of the owner. Such consent shall be provided by the owner to VillaSud within fourteen days after the rental period. After the rental period, you will receive a request from VillaSud to confirm your bank account. After receival of this information, VillaSud will usually repay the security deposit within 2 to 3 weeks to the specified account.

Travelling

What information do I get before I travel?

Upon receipt of the final payment, approximately 2 weeks prior to departure, you will receive the Travel Details by e-mail. This document contains the address of the villa, information how to get your key and contact information of the house manager on the spot.

How do I get the key, he who welcomes me on the spot?

The arrival time of all properties booked via VillaSud are between 16:00 and 19:00 on the arrival day. We kindly ask you to get in touch with the property manager about your estimated arrival time for at least 2 hours in advance (for example if your arrival will be later due to traffic jams). If it’s not possible for the house manager to receive you personally on the spot, the manager will inform you on time how you can move in to your rental accommodation. Most managers and owners speak Dutch and / or English. Some of them only speak French, but from experience we know that this causes no problems at all. If there are in spite of everything still problems, you can call the VillaSud Team.

What do I do as a tenant when I have a complaint?

Do you have a complaint about the rental accommodation? The manager / owner on the spot is your first contact. During your stay you can always address your complaint within 24 hours after it occurs, directly to the manager / owner, so that he / she is able to resolve your complaint as soon as possible. If the complaint is not satisfactorily addressed, please contact the VillaSud Team so that we can help to find a solution in consultation with the owner / manager. Still not satisfied? Than you have the right to file a formal complaint to the owner within two weeks after the final day of the rental period. This claim shall be submitted to VillaSud in writing, shall be addressed to the owner, and shall include all relevant information accompanied by evidence in the form of witness statements and/or photos.

Do you have a complaint about the VillaSud sevice? Please phone or email us. Basically you get a response to your complaint within 14 days. If it is not possible to send a substantive response within 14 days, the tenant receives a confirmation of VillaSud containing the deadline by which you can expect a reply.

If you are not satisfied with the handling of a complaint? Please submit it to the Dispute Thuiswinkel, PO Box 90600, 2509 LP The Hague. You can also submit your complaint to the Disputes Commission through the European ODR platform. For more information see also the Terms and Conditions (Article 18).

Changes

What do I do if I want to change something after booking?

As a tenant, you have the option to change your booking in writing within two working days after booking without any charges, unless the stay at the property is within one month after booking. After that, you cannot change the rental period or choosen accommodation.

Can I change my travel company after booking?

In the Booking Confirmation the travel company is explicitly stated. Without the owner's consent your travel company should not be changed. Would you like to change your travel company after booking? Please let us know by email. If the total number of persons does not exceed the maximum number which applies to your accomodation, it usually wiil not be a problem. In this case the manager / owner is well prepared for your arrival. Pets are only allowed if previously requested and allowed by the owner. For details, see the Terms and Conditions.

Cancellation

What if I want to cancel after booking?

You have the right, in writing, to change or cancel the booking free of charge ultimately within two working days of receipt of the Booking Confirmation. However, if the stay in the Holiday Home will take place within one month or less of the booking, you have no right to change or cancel the booking.

What are the consequences of canceling a booking?

If you cancel your booking within the period of 8 weeks before the stay, you will have to pay the full rental amount.

In case of premature termination of the stay, you will remain liable for the full rental amount. Cancellations must take place during business hours. Cancellation after business hours is deemed to be made on the next business day (Monday / Friday).

Do you advise a cancellation insurance when booking?

We advise all our tenants to take out cancellation insurance. This is to prevent you from facing high costs if you unexpectedly need to change your travel date or cancel the booking. Today, many tenants have their own Continuous Cancellation.

VillaSud can assist in the purchase of such insurances. We collaborate with one of the largest travel insurance, ETI. Would you like to take out cancellation insurance for your holiday via VillaSud? Indicate this during the booking process. Booked already? Please contact us within 7 days after your booking and we can still arrange it for you. For more information about these insurances go to Current Cancellation or Continuous Cancellation.