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+32 (0)58 533 999 My Immo Europe Last-minutes

Frequently Asked Questions

Frequently Asked Questions

General (7 vragen)

When can I start booking for next year?

Between 1/9 and 31/10 the prices and availability of the holiday homes for the next year are slowly coming in. So keep a close eye on the website. Once the price and availability of a holiday home are online, everyone can book the holiday home of their choice! No priority will be given to guests who booked the holiday home last year.

Would you like to book the same holiday home for the same period for next year, but the price and availability are not yet known? That is possible! Send us an email within the week after your departure to request a "pre-booking".

Please note: This pre-booking is subject to availability, as the owner always has first choice in reserving periods. Once the price and availability are known, you will receive from us a definite reservation or an alternatif proposal if the requested period is not available.

What is included and not included in the rental price?

Included in the rental price are:

  • Glass and fire insurance,
  • Water consumption
  • Energy consumption (excluding charging an electric car)
  • Reservation fee
  • Final cleaning

The security deposit is automatically added during the booking procedure.

Charging your electric car is not allowed. The electricity grid in the street is not yet strong enough. You can only charge your car if there is a charging point near the holiday home. Koksijde will have about 100 charging stations by the end of 2023. Ask at the reception desk for the charging stations.
The security deposit  and the mandatory final cleaning are automatically added during the booking process.

The following items can be booked up to 3 days before arrival (by phone, email and online via your My Immo Europe customer account):

  • Bed linen: €18 for a single bed for up to 14 days, €24 for a double bed for up to 14 days.
  • Bath linen: €10 per person per week for a bath towel, a normal towel and a washcloth.
  • High chair: €2/day max. price €20 (limited stock)
  • Cot: €5/day max price €45 (limited stock)
  • Parking card: €30/week per car for on-street parking at a reduced rate in St-Idesbald, Koksijde and Oostduinkerke.

I have 2 dogs, can I bring the all along?

Only 1 dog per holiday home is allowed. And this is only for holiday homes where the owners allow pets. This can be found on the website in the description of the holiday home.

Can I bring along my cat?

Sorry, cats are not allowed in our holiday homes.

Are there holiday homes adapted for disabled people?

Disabled people are certainly welcome, but unfortunately we do not offer holiday homes that are specially designed for the disabled. Often there are thresholds in the homes, steps at the shower and narrower passageways to acces the living rooms or bedrooms.

How do I create a "My Immo Europe" account?

At the top of our site you can click on the "My Immo Europe" button. If you do not already have an account, you can create it here with your email address and password.

Can I smoke in my holiday home?

No, all our holiday homes are non-smoking. Thanks in advance for respecting this guideline.

If on the day of departure, during our inspection, it is established that you have smoked, the deposit will be retained in full and used for the costs of odour removal.

Reservation (6 vragen)

Is it possible to arrive on a different day than Monday or Friday?

In high season and during school holidays this is usually not possible.

Some holiday homes allow arrivals on Mondays, Tuesdays, Thursdays, Fridays and Saturdays for minimum stays outside the school holidays.

Click on the desired arrival and departure day on the website and you will get an overview of all available holiday homes.

Can I take an option on a holiday home?

No, this is not possible. We make a reservation that remains valid for 7 days without payment. This reservation will be canceled without prior notice if the advance has not been paid on time.

Once you have paid the deposit, you can not cancel free of charge (see cancellations).

How can I make changes to my reservation?

You can change various things via your own account "My Immo Europe". You can, for example, add bed linen, towels, a cot / high chair  etc. until 3 days before arrival.Do you want to change the number of people? Then give us a call.

From what age can I rent a holiday home?

The minimum age for renting a holiday home is 21 years. If you are not coming with your family (parents/grandparents & children), everyone must be 21 years or older.

The site states that the holiday home can accommodate up to 5 people, but is it good if we come with 6?

No, that is not allowed.

The house is equipped for the number of people indicated on the site. You can always check the site if there is a larger house available or you can choose to rent 2 houses in the neighborhood of each other.

I have rented a holiday home through the website, do the pictures correspond with what I have booked?

Yes, on our site all holiday homes are shown separately. Every holiday home is different. The holiday home you see and book on the site is also the home of which you will receive the key on arrival. The photos and the description are kept as up-to-date as possible.

Payment (2 vragen)

I have booked a holiday home, when do I have to pay?

When you have booked your holiday, the first payment term (= advance) is 7 days after the booking date. The 2nd payment term (= balance) is one month before arrival.

Last minute reservations, booked 1 month or less before arrival you pay in 1 term within 7 days. If you only book 7 days or less before arrival, you must pay immediately via your My Immo Europe account.

How can I pay?

When your booking is confirmed by us you will receive a PDF file with payment terms and payment details. In addition, we offer you the possibility to pay online. You can do this at the end of your booking process or later via your "My Immo Europe" account.

During your stay (6 vragen)

What are the arrival and departure times?

The arrival times are between 15h00 and 18h00 (Tuesday and Saturday until 17h00). On the day of departure, we ask you to leave the holiday home by 10h00 at the latest. This is the only way to ensure that the cleaning services have enough time to finish all accommodations by 3pm.

Arriving earlier is not possible.

Leaving later (between 10h and 12h) is only possible with permission from the rental office. If you wish to stay longer than noon, you will have to pay 1 extra night.

Attention: For the extended weekend of Ascension, there is an exceptional arrangement. Arrival on Wednesday and only between 17h and 19h. On Thursday the office is closed.

I can not pick up the key on time, now what?

You can always contact us, we will then make arrangements with you about the key transfer. We can only do this if the cost of your booking has been paid in full.

Are sheets and towels present in the house?

No, these are not present in the holiday home. You can rent bed linen and / or towels. You can order this during the reservation process or afterwards in your "My Immo Europe" account up to 3 days before arrival.

Where is our holiday home situated exactly?

On the website you can see exactly where your holiday home is located under "location".

If there is no internet available in the holiday home, can this still be arranged via Immo Europe?

No, unfortunately, that is not possible. Fortunately, most of the holiday homes have their own internet connection. If you have booked a house where there is no internet, you can use the WiFi in some Pubs or restaurants, if you have something to eat or drink in the establishment. And otherwise you will have to work with your 4 or 5G.

Can I rent extra kitchen appliences?

Everything that is not in the description of the holiday home under the heading kitchen and household appliences is not present in the holiday home.

It is forbidden to bring your own large electrical appliances or to have them delivered to your holiday home. 

Of course you can bring your own small appliences like a mixer, toaster, blender, babycook.

Departure (5 vragen)

What should I think about when leaving the holiday home?

On arrival you will receive an arrival letter with usefull information. In the accommodation you will also find a blue binder with practical information, such as what you should think about before you leave the house.

For example: take out the rubbish, wash the dishes or empty the dishwasher and don't forget to turn the heating to 10° and turn off all the lights.

I have paid a gurantee, when will I get it back?

The gurantee will be returned to you within 30 days after departure and after deduction of the costs that are not included. For this we do need your account number. We kindly request you, if it is not known to us, to pass it on to us. This can be done by e-mail or you can add it to your personal data via your My Immo Europe account.

If we leave outside office hours, what is to be thought of?

You may deposit the key into the letterbox in our office. If you have rented bed linen and towels, you may exceptionally leave these in the holiday home in the bag in which you received the linen.

If you leave during opening hours, you must return the linen in the bags provided to the office.

Do I have to clean the holiday home myself?

All holiday homes are cleaned by a cleaning team after your departure. The cost of cleaning is automatically added during the booking procedure.

The cleaning teams wash the windows, vacuum and mop the floors, wash the outside of the kitchen cabinets, the wall tiles and the sink. They also clean all the sanitary facilities (toilets, bath, shower, shower walls, taps and mirrors).

Despite the mandatory final cleaning, you'll have to leave the house broom clean. How do you do this? 

  • Ventilate the house while you are tidying up and close the windows before you leave.
  • Clean the kitchen appliances you have used (fridge, oven/microwave, hob, coffee maker etc).
  • Do not leave any food or hygiene products behind
  • You should wash the used dishes thouroghly with warm water and soap daily during your stay.
  • Empty the dishwasher befor departure
  • Set the heating to 10° when leaving. In this way, you will also be helping to reduce energy consumption and the environment will only benefit from this.
  • Dispose of all garbage (household garbage, paper/cardboard, pmd, glass, please also dispose of all the cleaning utensils of your package). Check withj the adres via www.ivvo.be/koksijde
  • Return your rented dirty linen, in the same bag, to the office and put it on the rack at the counter. Do not leave it in the house like it says in the blue folder!  In this way we avoid entering the house after tit has been disinfected

Now the house is broom clean. 

Garden, balcony and terrace
Please place the garden furniture neatly on the terrace or balcony and wash the table top. Please do not leave the garden furniture on the balcony in winter. In stormy weather they may be blown away and cause damage.
Clean the BBQ after use. Please do not leave any waste, shells, buckets with sand on the balcony / terrace / in the garden. And please place the drying rack inside to prevent rust.

What about the energy consumption bill?

Energy consumption is included in the rental prices starting from the 7th of January 2022.

Energy is expensive. Please use energy sparingly, just as you do at home. In this way, you will also contribute to climate protection while on holiday.

You can do this by following these tips:

  • Set the thermostat of the heating system to the lowest setting when no one is present in the holiday home. Closing the valves on the radiators and leaving the thermostat at 20 degrees is unnecessary. On the contrary, you will consume a lot of energy.
  • Turn off the heating when you open the windows to air the house.
  • Switch off the lights in rooms where no one is present.
  • Don't switch on all your household appliances at once, but spread them out over the day and evening.
  • Take a shower instead of a bath.
  • Use the dishwasher instead of washing dishes by hand.
  • Rinse the dishes or sanitary facilities with cold water.

Cancellation (4 vragen)

I want to cancel my reservation, what now?

You can contact us, so we can inform you about your possibilities and start the cancellation procedure in the right way.

What are the costs an conditions of a cancellation insurance ?

We present to you the Protections products which, in our opinion, closely match our travel offerings. Of course, you are always free to take out a different insurance policy of your own choice.

  • Price per night in low season (October to March except autumn-Christmas-crocus holiday): € 4 / night per holiday home
  • Price per night in mid-season (April, May, Jun, September, autumn-Christmas-crocus holiday): € 8 / night per holiday home
  • Price per night in high season (Easter holidays, July & August): € 12 / night per holiday home

Cancellation insurance conditions

What are the cancellation costs when I have not taken out insurance?

Consequences if you do not take out cancellation insurance:

You can cancel for free up to 29 days before arrival.

From 28 days before arrival, you will lose the entire rental amount. Only the rental deposit, final cleaning, and any booked extras will be refunded to you.

With the owner's permission, you can move the stay to another date but in the same holiday home, for the same or a longer period, and for the same price. The owner is absolutely not obliged to agree to this!!!

You can contact us until the 10th day following the month of the booking date to add cancellation insurance.

For bookings starting within the month following the booking date, you must add cancellation insurance within 3 days of booking.

Cancelling for fear of Coronavirus

Can I cancel due to fear of Corona Virus?

We understand your concern. Spending a holiday in a holiday home with your own bubble is the safest way to holiday at the moment.

Reservations made after 16 March 2020 will not be refundable.

Reservations made after 16 March 2020 cannot be cancelled due to COVID-19 related circumstances.

These COVID-19 related circumstances include: transport disruptions and cancellations, travel advice and restrictions, health advice and quarantine, changes in applicable legislation and other government measures such as evacuations, border closures, a ban on short-term rentals and the requirement to stay indoors. These are simply subject to the cancellation conditions.

From the moment COVID-19 was classified as a global pandemic by the World Health Organisation (WHO), it is considered that COVID-19 and its consequences are no longer unforeseen or unexpected.

Are you sick ( COVID-19 or another illness) or something else is happening that prevents you from travelling?

And if you have cancellation insurance, you can get a refund (except for the insurance premium and franchise). Contact us  and together we can see what solution is possible for you.

If you do not have cancellation insurance please consult the general terms and conditions or contact us for more information.

Do you have another question? You can always mail or call us, we are happy to help you.

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