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+32 (0)58 533 999 My Immo Europe

Frequently Asked Questions

Frequently Asked Questions

Cancellations due to threat of Coronavirus

Dear holiday guest,

We hope you and your family are in good health in these turbulent times.

The global impact of the coronavirus is touching our industry and our company in the deepest of hearts. But even worse, it also affects you, the holidaymaker who is counting on us. And that is precisely why we continue to go all the way. We do this by, among other things, informing you as well as possible and by offering alternatives and solutions if your holiday plans have been turned upside down.

Below you'll find the official position we received from the government. We literally quote the governors' new guidelines to cities and towns:

"Recreational and tourist homes (cottages, campsites, B&B's, holiday parks, Airbnb's, ...) must close and this (for the time being) at least until April 19. Residents who are currently staying in a tourist accommodation must also leave it immediately. “

We hereby confirm that the stays for the Easter holidays (3/4/20 - 20/4/20) have been cancelled.  If the measures are extended by the authorities, the clients arriving after 19/04/2020 will also be personally informed of the forced cancellation.

What happens to the amount already paid for my cancelled reservation?

The total amount already paid by you will be transferred to your customer account (corona voucher). You can use this amount to book one or more holidays with us. The condition is that these are booked within a period of one year from the end date of the cancelled holiday.

From when can you book your new holiday?
In principle from today. However, we strongly advise you to wait until the measures taken by the government are lifted.

What about the cancellation insurance?
Tenants who have subscribed such an insurance, either through us or through another channel, are only eligible for a refund (rent - premium) if the cancellation conditions have been met. The outbreak of an epidemic is not covered.

Any questions?
Preferably ask them by email (koksijde@immo-europe.be). We are only present with limited occupancy. We will do our utmost to answer everyone within 72 hours. On Wednesdays, Saturdays and Sundays we are completely closed and you will not get an answer from us.

We would like to thank you for entrusting your holidays to us, in the past or for later this year or next year. We will continue to do everything we can to earn that trust. Take good care of each other. So that we can enjoy the sun, sea and other fun things together again.

General (5 vragen)

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?

This is usually not possible in high season and holiday periods. Outside these periods we can always see what is possible.

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 until 3 days before arrival. You can order cleaning until 3 days before your departure. 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 at which a holiday home can be rented is 21 years. So there must be at least one person in your party that is 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. On the day of departure, we ask you to leave the holiday home by 10 a.m.

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.

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

Our experience shows that the delivery and collection of for example freezers, washing machines, dryers, freestanding hobs etc. causes damage to floors, doorways, worktops and elevators. Of course you can bring your own small appliences like a mixer, toaster, blender, babycook.

Delivery and collection of large electrical appliances also causes inconvenience to the guests who will stay in the holiday home before or after you.

Departure (5 vragen)

What should I think about when leaving the holiday home?

Upon arrival you will receive an folder with information. This also includes what you need to think about before you leave the home. For example: cleaning the house, cleaning out a dishwasher and taking out the garbage bag etc.

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

The gurantee will be returned to you within 6 weeks 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 can deposit the key in the mailbox at our office. If you have rented bed linen and towels, you leave them in the entrance hall or living room of your holiday home.

Do I have to clean the holiday home myself?

This is not an obligation. You can order a cleaning via your "My Immo Europe" account or at our office during your stay and this up to 3 days before departure.

How is the energy consumption calculated?

How can I check my energy consumption?

We take the energy meterreadings on arrival and departure. You are not present but you can request the meter readings from us and compare them with the meter readings you have noted yourself.

During the winter period we turn on the heating 24 hours before arrival so that the apartment is heated on arrival. The meter readings are therefore recorded at that time.

How is the energy consumption calculated?

You pay for the actual consumption during your stay. The difference between the meter readings on arrival and departure will be calculated with the applicable energy price per kWh (electricity) or m³ (gas). In addition, your share in the standing charge and distribution costs will be added.

Why does your energy bill for your holiday differ from the energy bill for your home?

You will receive a monthly advance invoice at home. An advance invoice is a fixed amount that the energy supplier invoices you each month. Once a year there will be a settlement. The settlement is the difference between the actual cost of your consumption and the sum of all the advances you have paid since the last settlement.

If the actual cost is greater than the advances already paid, you will have to pay extra. If you have already paid more than the actual cost with your advance payments, you will get a refund.

You pay for the actual consumption during your stay.

Cancellation (3 vragen)

You can contact us so that we can discuss this with you and handle the cancellation in the right way.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 in 2019?

Price per night in low season (October to March except autumn-Christmas-crocus holiday): € 2 / night per holiday home

Price per night in mid-season (April, May, Jun, September, autumn-Christmas-crocus holiday): € 4 / night per holiday home

Price per night in high season (Easter holidays, July & August): € 6 / night per holiday home

General terms and conditions cancellation insurance

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

As soon as you have paid the advance and you have to cancel, you must pay the full rental amount except for the guarantee.

To limit the costs, you can resell your stay to relatives, acquaintances or friends. Those persons must stay at the same time and in the same holiday home.

With the permission of the owner, you can move your stay to a different 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 allow this !!!

You can contact us up to 7 days after reservation to book a cancellation insurance.

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