Frequently Asked Questions

General (6 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):

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?

Each vacation rental listing indicates whether pets are allowed.

In properties where pets are welcome, you can bring your loyal four-legged friends without worry. During the booking process, you can specify if you are bringing 1 or 2 pets. The pet fee for extra cleaning will be automatically added to your reservation.

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. Often there are thresholds in the homes, steps at the shower and narrower passageways to acces the living rooms or bedrooms.

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?

You can arrive on Monday, Tuesday, Thursday, Friday, and Saturday. We are closed on Wednesday, Sunday, and public holidays, so arrival is not possible on those days.

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?

If you would like to change the number of people, add a cot, a high chair, a parking permit, or extra day(s) to your reservation, please email or call us.

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?

The deposit (30% of the total amount) must be paid within 7 days of booking.

The balance (the remaining 70%) must be paid 1 month before arrival.

For last-minute bookings, the full amount must be paid in one instalment.

You will receive an automatic payment reminder by email for both the deposit and the balance.

How can I pay?

In your confirmation email, you can pay the deposit or balance via our secure payment platform by clicking on the ‘pay online’ button. You can choose to pay by bank transfer, Bancontact or credit card. PayPal payments are not possible.

You will also find our bank details in the confirmation email, so you can also make a regular bank transfer.

During your stay (6 vragen)

What are the arrival and departure times?

Arrival times are between 3 p.m. and 5 p.m. (Friday until 6 p.m.). On the day of departure, we kindly ask you to leave the holiday home by 10 a.m. at the latest. This is the only way we can ensure that the cleaning services have enough time to complete all holiday homes by 3 p.m.

Late departure (after 10 a.m.) is only possible with the permission of the rental office!

Departures before 12 noon are free of charge.
Departures after 12 noon and before 4 p.m. cost €50.

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?

Immo Europe does not provide bed linen and towels. You must bring these yourself. The dimensions of the beds and duvets are listed in the description of the holiday home on our website www.koksijdeholiday.com.

However, you can order sheets and towels from local linen rental companies, pay for them, collect them from them or have them delivered as soon as you arrive at the holiday home.

Where is our holiday home situated exactly?

The address of the holiday home is stated in your booking confirmation, which you received from us by email.

One day before arrival, you will receive a check-in email from us with practical information, including the address of the holiday home.

On the website, under “location”, you can see exactly where the holiday home is located.

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?

You will receive an email with the check-out procedure one day before departure.

The most important things to take into account are:

Do the washing up and put the dishes back in the cupboard (do not leave them in the dishwasher).
Take sorted waste to the waste collection points in Koksijde (household waste, PMD, glass, paper & cardboard).
Clean all kitchen appliances (oven, microwave, refrigerator, toaster, coffee maker, kettle, stove).
Clean the barbecue.
Clean and tidy up the garden furniture on the terrace (villa) or bring it inside (apartment).

The cleaning services take care of cleaning the windows, floors, sanitary facilities (toilet, washbasins, bath, shower, taps, mirrors), outside of kitchen cabinets and wall tiles, worktop, sink.

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?

You have paid for the final cleaning. See the question ‘What do I need to consider when leaving the holiday home?’ for the departure procedure.

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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Frequently Asked Questions