Answers to the most frequently asked questions
print Here you will find the answers to the most frequently asked questions.
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You can search by keywords below (in alphabetical order). If you click here, you go directly to all the questions and answers.
Is your question not listed?
Mail to info@happyhome.com or call 072 - 52 79 000. -
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Additional costs
The additional costs which you have to pay on spot are listed in the property listings presented on the website under 'Extra services'. During the booking process (bookstep 1) you can indicate whether you want to use certain services such as renting a cot or sheets.
Energy in foreign countries can be more expensive than what you are used to. Use the energy sources in your holiday home wisely.
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Allergy
In case of an allergy for pets you will be wise to choose a holiday home in which pets are not allowed. You will find this at the house features. If you have an allergy to dust mites for example, we are pleased to inform you about the kind of flooring and bedding there is in a particular rental.
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Arrival and departure
In general the rental periods as proposed by HappyHome run from Saturday to Saturday, unless stated otherwise in the description of the house or the pricelist.
Upon the day of arrival, arrival time is set to be between 15:00 and 18:00. Checking out on departure day is before 10.00 AM. In consultation with the landlord, other times are possible. If you are expecting to arrive later, please make a good arrangements with the landlord.
For stays in the Netherlands and Belgium different arrival - and departure dates are applicable:
- If you stay a long weekend: arrival on Friday after 17.00 and departure before 10.00 on Monday.
- For stays of 1, 2 or 3 weeks: arrival on Friday after 17.00 and departure before 10.00 on Friday.
- For a midweek stay: arrival on Monday after 17.00 and departure before 10.00 on Friday.
- For stays of a weekend: arrival on Friday after 17.00 and departure before 18.00 on Sunday.
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Bed linen and towels
In many homes you can rent bed linen or it is free of charge. In some holiday homes it is required to rent bed linen at spot. Please bring your own bath towels (towels and tea towels) and bed linen for the childrens bed, unless stated otherwise. For information about bed linen and towels, please refer to the property listings on the website.
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Booking conditions
We strongly recommend you to carefully read the ‘small print’ as stated below. For both you as our client as well as for ourselves at Happy Home the rights and obligations are explained. As a booking is made by a client through Happy Home, he or she agrees to the terms and conditions as mentioned below.
1. Book
1.1 Bookings are made by telephone or through our web site on the internet. Either way, both are binding agreements between Happy Home and the client. The booking terms and conditions become effective as soon as a booking is made. The client is jointly and severally liable for the fulfillment of all obligations, for himself and all members of his/her party, resulting from the booking agreement.2. Booking fee
2.1 If you book a holiday rental with HappyHome there will be no booking fee charged.3. Booking and payment
3.1 The client will receive a booking confirmation for each reservation made with Happy Home.
3.2 A down payment of 30% of the total rental fee, as well as the administration fee and the premium for the trip cancellation insurance (if applicable) is to be made to Happy Home by the client. The remaining 70% of the rent plus the travel insurance premium (if applicable) will have to be paid before the start of the 8-week period before the start of the rental period. When booking within the 8-week period before the start of the rental period, payment in full is required at once.
3.3 In addition, when booking within the 8-week period before the start of the rental period, the payment in full has to be made by telephone banking or through an urgent money transfer order through internet banking. It is also possible to pay cash at our office during business hours. Our office is located in Alkmaar, The Netherlands. (no ATM machine available, nor credit card facilities).
3.4 In case of non- or delayed payments, Happy Home is authorized to cancel your reservation. The cancellation policies (as mentioned in article 5) will apply.4. Time for reflection
4.1 Cancellation of your booking is possible within 7 days after the booking is made (cooling-off period). Notification of a cancellation needs to be communicated with Happy Home by telephone or E-mail. Once a client registers a cancellation within the 7-day period, he or she will only be charged the reservation costs of €25,00, which is to be transferred to our account without delay.
4.2. Regarding cancellations registered after the 7-day period, the cancellation policies (as mentioned in article 5) will remain fully applicable.
4.3. When a reservation is made within the 8-week period before the start of the rental period, the cooling-off period does not apply, the cancellation policies (as mentioned in article 5) will remain fully applicable.5. Cancellation by client
5.1 Happy Home is to be notified of a cancellation by telephone or E-mail. Directly after receiving your cancellation, Happy Home will send an cancellation confirmation including an invoice.
5.2 In case of a cancellation made within the 7-day period after the booking, article 4 remains fully applicable.
5.3 In case of a cancellation after the 7-day period has expired, but before the 8-week period before the start of the rental period has begun, the client will be charged 30% of the rent(including the reservation costs and the premium for the trip cancellation insurance).
5.4 In case of a cancellation within 8 weeks before the start of the rental period the client will be charged the full invoiced amount, minus the premium for the travel insurance.
5.5 Previously paid fees will be taken into account, rest payments or refunds are settled according to the cancellation terms and cancellation invoice.
5.6 Cancellations for which the trip cancellation insurance apply, will be treated according to the policies of the insurance company.
5.7 Cancelled reservations cannot be transferred to third parties.6. Cancellation by Happy Home
6.1 In case circumstances require Happy Home to rescind a reservation, Happy Home will immediately notify the client and, if possible, offer an alternative. If the client does not accept the alternative, or no alternative can be offered, Happy Home will immediately refund the fees already paid . No other rights than the refund of the rental fees can be claimed by the client.7. Changes made by the client
7.1 Clients are allowed to change their booking to another accommodation (within the Happy Home offer) or change the rental period before the start of the 8-week period before the start of the originally reserved rental period. The administration costs for an alteration are €25,00.8. Liability of the client
8.1 During a stay in an accommodation, clients are fully liable for damages to the rented accommodation, the interior and all the items belonging to the accommodation. All damages, caused by you and/or your travel companions and/or your or you travel companions pets are to be fully reimbursed on the spot by the client to the landlord/owner of the accommodation. The client is fully liable for any additional costs charged (electricity etc.). Happy Home is entitled to hold the client liable in case the caused damage is not or not properly settled by the client on the spot. All related (collection) costs are to be paid for in full by the client as named in the booking confirmation.
8.2 Any house rules and regulations as presented and/or provided by the owner/landlord at the property are inextricably part of the lease and should therefore be strictly adhered to.
8.3 The number of persons listed in the holiday home description are the maximum allowed number of persons. Babies are also counted as persons. Occupation with more than the mentioned number of persons is not permitted, the owner has the right to refuse access to the house when a party consists of more than the maximum number of persons allowed. In case a client wants to invite friends to the rented accommodation during his/her stay, it is subject to approval of the owner or key manager of the holiday accommodation.
8.4 The number and kind of pets listed in the holiday home description are the maximum allowed number of pets.9. Happy Home Liability
9.1 Happy Home accepts no liability for loss, theft, damage or injury of any kind caused to or by guests of holiday homes contracted by Happy Home.
9.2 Mistakes or errors in de descriptions and prices of the accommodations offered by Happy Home are not binding. For interim changes in information, pricing or typographical errors Happy Home cannot be held responsible.
9.3 The (price) information as published in the most recent Happy Home catalogue and on the Happy Home website is leading. Therefore it invalidates the information in earlier editions.
9.4 Happy Home accepts no liability for damage caused by natural disasters and the like (i.e. nuclear disasters, attacks, strikes, violence, coming in contact with an aircraft or parts of it etc.).
9.5 Happy Home is not liable for the availability and opening hours of any of the mentioned sports facilities, swimming pools, restaurants and shops in the accommodations’ descriptions. Happy Home accepts no liability for facilities that are, for whatever reason, not accessible during your holiday. Use of the facilities is at your own risk. Mentioned facilities and activities are not naturally free of charge, open all day or the whole year around. Because of circumstances facilities can be closed or temporary unavailable. Clients are not entitled to any refunds for this by Happy Home.
9.6 Preferences should be mentioned simultaneously with the reservation. For example: a request of two adjacent chalets or the accommodation to be close to the swimming pool. Preferences will be communicated with the accommodation supplier but cannot be guaranteed and cannot be used as claimed.
9.7 In the event of construction or other noise polluting activities temporarily occurring in the surrounding neighborhood of the accommodation, Happy Home cannot be held liable. We do not have the power to shut down such activities.
9.8 Happy Home will not provide representation on the spot. Happy Home can be reached by telephone 24 hours a day, 7 days a week, in case of questions or other..
9.9 On all bookings and subsequent agreements the Dutch law is applicable. All disputes concerning an agreement will be settled by the Court-of-law in Alkmaar.
10. Complaints
10.1 Despite our concerns regarding quality it is possible that a client has a complaint. This complaint should be dealt with on the spot with the owner or his representative. In severe cases, or in case the complaint is not satisfactory resolved on the spot, the client should contact Happy Home from the holiday accommodation. We usually come up with a reasonable and acceptable solution for the problem, so you, the client, are able to continue and enjoy your vacation.
10.2 In case the complaint, after contacting Happy Home, is still not resolved to your satisfaction, you are asked to send us a letter (or E-mail) within 2 weeks after the termination of the rental period, describing the circumstances. Complaints submitted after the 2-week period will not be accepted and alleged claims will expire.
10.3 In case the client moves from the originally booked accommodation to one not offered by Happy Home, or leaves the originally booked accommodation without consulting and receiving consent by Happy Home beforehand , all rights for compensation or reimbursement will be negated.
10.4 Happy Home liability stretches no further than to the rental fee paid for the accommodation.
11. Spot
11.1 In general the rental periods as proposed by Happy Home run from Saturday to Saturday, unless stated otherwise in the description of the house or the pricelist. Upon the day of arrival, arrival time is set to be between 15:00 and 18:00. Checking out on departure day is set to be before 10.00. In consultation with the owner other times are possible. If a client thinks to arrive later, please make good arrangements with the owner or his representative. Happy Home is not present on site.
11.2 The additional charges, like electricity and cleaning fees, which are to be settled on the spot, are mentioned in the description of the accommodation. As some additional charges (i.e. electricity and tourist tax) are regularly changing, they are not specifically mentioned in the house description. Clients have to take into account these tourist taxes are payable on the spot.
11.3 Upon arrival at the holiday accommodation, clients are often obligated to pay a deposit. This deposit will be returned upon departure, or when the owner or his representative is unable to control the inventory at that time, it will be transferred by bank account, possibly including a deduction of cleaning costs, electricity charges and costs resulting in damage. It is important carry your IBAN and Swift/Bic code details, in case the owner or manager of the holiday accommodation needs this information. The amount of the deposit is stated on your reservation confirmation. Happy Home is not responsible for the refund of the deposit.
11.4 Oftentimes renting bed linen and children’s furniture is made possible on the spot. These are mentioned in the accommodation’s description. In case you wish to rent these items, please mention it on your reservation form. Clients should always bring their own tea-towels, towels and bed linen for a children’s bed, unless stated otherwise.
11.5 Clients are required to take care of daily cleaning of the holiday accommodation. We urge clients to also take good care of the cleanup at the end of their stay. After all, you would not like to come home to a poorly cleaned house yourself. If the owner considers the final cleaning is done unsatisfactorily, you risk to be charged for extra cleaning costs. Some holiday accommodations oblige to have the final cleaning to be organized by the owner, for an extra fee, some accommodation owners leave you the choice. This is also mentioned in the accommodation’s description. Agreements about the payments regarding cleaning etc. can at best be made upon arrival in your holiday accommodation.© Happy Home 2011/2012
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Cancellation
Cancellation of your booking is possible within 8 days after the booking is made. Notification of a cancellation needs to be communicated with Happy Home by telephone or E-mail. Once a client registers a cancellation within the 8-day period, you will only be charged the reservation costs of €25,00, which is to be transferred to our account without delay.
Regarding cancellations registered after the 8-day period, the cancellation policies (as mentioned in article 5) will remain fully applicable.
When a reservation is made within the 8-week period before the start of the rental period, the cooling-off period does not apply, the cancellation policies (as mentioned in article 4) will remain fully applicable. -
Change of address
Please contact us if you would like to change your adress listed in our booking system. Contact information can be found here.
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Cleaning
You are responsible for the daily cleaning of your house. We ask you to do also the final cleaning correctly. If the landlord considers that the final cleaning is not done properly, you will have the risk that landlord can still calculate the final cleaning.
In many holiday houses the landlord can take care of the final cleaning; sometimes a fee can be charged. This is listed at the property descriptions, you should discuss this with the landlord of your holiday house at the arrival. -
Cooking
In the kitchens of most holiday houses you won't find a kettle, frying pan or cheese slicer.
In Italy and Spain, electric coffee makers are rare. They make strong coffee with an "Italian coffee device" (percolator).
In France, people cook in the pressure cooker. In addition there are saucepans. Pans with lids are rare. -
Deposit
Often you are required to pay a deposit when you arrive at your holiday house. This guarantees the owner a complete and clean holiday offer.
This will be returned on departure or - if the landlord is unable to control inventory in your presence - later in the Netherlands by bank or money refund, after deducting any such cleaning, energy costs and costs arising from breakage or damage.
The amount of the deposit is in house listing on the website and in your booking confirmation.
Happy Home is not responsible for restitution of the deposit. -
Family friendly
Many holiday homes in the HappyHome program are located in a child friendly area. The children can play safely outside. You remain responsible for your own children at all times. Remember this when you rent a house with swimming pool or near a river.
If you have small children, we advise you to ask specific questions about the location or the facilities at the product managers of HappyHome before booking.
At every house we inform whether a childrens bed is present or whether it is available on demand. The bed linen for the childrens bed should always be brought along by yourself. -
Inventory
The inventory of all homes are inspected regularly by Happy Home.
In all our homes contain the following features at least: a full kitchen with refrigerator, gas stove or electric hobs. You have your own entrance, normal sanitary facilities, hot and cold running water, adequate heating, electricity and enough blankets or quilts.
For questions or specific extras such as a coffee device, dishwasher or washing machine, refer to the property description.
If you miss anything during your holiday, please report it immediately to the landlord or the key holder. This prevents a small deficiency develops into a major annoyance. -
Jobs
Happy Home is an independent travel company in Alkmaar, in the North-West of the Netherlands, founded in 1989. Happy Home is intermediairy of holiday homes in 12 European countries. With our personally inspected, unique homes and our customer-oriented way of working we guarantee our customers an unforgettable holiday.
With its own procurement team, the holiday homes are purchased, described and presented to the customer. The sales department is responsible for handling bookings and is responsible for after sales.
The marketing department will initiate promotional activities, focusing largely on online marketing. Happy Home also continues even in print media interested in meeting its target. The publication of annual housing guide is a good example.Happy Home is a company with about 30 employees and an open company with short lines of communication between employees and management. Quality in what we do and radiate, clear communication, clear agreements, trust and respect are key words within the organization.
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Location
The houses of Happy Home are often selected on a quiet, rural location or in the free nature. Please take into account that your phone does not work everywhere and that the baker is not always within walking distance.
Notice the symbols at the house description. The two pine trees indicate that the holiday house is far from the “civilization”. Due to the rural location of certain houses is a minor nuisance of flies, ants, mice, etc. sometimes inevitable. Think of the guests who come after you and clean up the leftover food. -
Offers
Are there special discounts, offers and / or actions?
We offer special discounts or other actions in many of our accommodations. If there is a discount, it is written in the property description. These discounts are often only valid in a particular period. That's why we clearly mentioned in the description if the discount applies.How do you qualify for a 55+ discount?
If the 55+ discount is written in the property description for the period you want, you can indicate that at the reservation in the comments / details. When we receive your reservation we will process the discount. -
Payment
At Happy Home you pay your holiday by internet banking. So you can easily make an online booking. Happy Home confirms every internet booking directly by email.
Payment terms:
Within 1 week after receipt of your booking you will pay 30% of the rent as well as the reservation fee and the premium for the cancellation.
The remainder of the rent and the premium for the insurance must be paid at least 8 weeks before the rental period. After receipt of the full rent you receive your Happy Home voucher (ticket) and a detailed itinerary.Short term:
In addition, when booking within the 8-week period before the start of the rental period, the payment in full has to be made by telephone banking or through an urgent money transfer order through internet banking. It is also possible to pay cash at our office during business hours. Our office is located in Alkmaar, The Netherlands. (no ATM machine available, nor credit card facilities).Indicate with your payment always your booking number.
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Personally inspected
All the houses from Happy Home are visited by our land specialists, and are clearly and honestly described. Every house in our program is regularly revisited.
HappyHome works directly with landlords and renters, without the intervention of cost increasing third parties. This makes our contacts with landlords intensive, our knowledge of the property and the environment in detail and our prices down. -
Pets
Your pet is a welcome at a numerous houses in our program. Remember that the owner expects you to not bring your pets in the bedroom(s).
Line your dog when you are walking. The costs for the stay of your pet are listed in the house presentation and to be settled by you directly with the landlord. -
Quality control
Unique at Happy Home is the quality control department.
This department aims to work with you and the country representatives to keep the quality and description of the houses optimal.After your holiday you will receive automatically (if we have your e-mail address) a questionnaire sent digitally by Happy Home. We ask you for feedback on your holiday home. We also use your opinion to improve the information on our website.
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Questionnaire
In our holiday questionnaire you can indicate the quality of your rented holiday house after your holiday.
All holiday homes in the Happy Home program are regularly revisited.
Your comments (and compliments) will be discussed with the landlord at the revisits.
By submitting the holiday questionnaire you help us maintaining the quality of the holiday houses also for future quests.If we have your email address, you will receive four days after your holiday a digital holiday questionnaire.
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Sleep
The holiday houses of Happy Home are decorated according to the norms and values that apply in the country of your stay. For example, the beds in France, the Czech Republic and Hungary are typically 190 inches long. In the Czech Republic the beds are often harder than you probably used to at home.
In the Netherlands, Germany, Switzerland and Austria duvets are obvious. In the other countries is it not obvious, they use blankets on the beds. -
Star rating
**
Simply furnished accommodations with limited comfort. Selected for its location and charm.
***
Provided accommodation with complete, cozy decoration.
****
Comfortable and spacious accommodation with complete furnishings. Sometimes equipped with luxurious facilities like a swimming pool, sauna or (off) washing machine.
*****
Very comfortable, spacious accommodation with complete design and excellent workmanship. Luxurious facilities like a swimming pool or sauna. -
Swimming
The rules concerns swimming abroad is often more severe than we used to.
So you can see in France, the sign 'baignade interdite "when there is no lifeguard present. This does not mean usually "swimming prohibited", but swim at your own risk.
In many campsites / holiday parks is it not permitted to wear swimming shorts and a bathing cap is compulsory! This is particularly true in countries like France and Italy but also in other countries.Private Pools in the houses of our program are generally from late April through September filled. In some areas where Happy Home rents, will the private pool filled only if the weather permits. For example the high Czech Giant Mountains in May is often too cold to swim. But in Spain you can often get longer use of the pools.
Consulate with the country specialist of Happy Home if you doubt whether the pool at your holiday home to use. -
Warranty
When you first rent a holiday house, you'd better wait and see where you end up. Unless you book a Happy Home. Because then you can be sure that your holiday house is inspected and guaranteed.
Personal visits
The land specialists of Happy Home inspect all the holiday houses personally. Hence we have the quality of each holiday house, easy or comfortable, dare to guarantee.Satisfaction Guaranteed
If despite our concern something goes wrong, we guarantee a quick and correct handling. That way we can minimize inconveniences.Emergency number Happy Home
31 (0) 72-5279000 from Europe 24 hours a day, 7 days a week.The rules
The rules of the Happy Home Warranty are made based on our own booking conditions and serve as an addition. So your rights and obligations are clearly defined. With Happy Home you know what you can expect.
1. If you notice a problem, call (within 24 hours) with Happy Home, 0031 - (0) 72-52.79.00.We are in 24 hours each day available for emergencies. For less urgent problems, call during office hours.
2. Happy Home or their local representative have 48 hours the opportunity to resolve the inconvenience. It is important that you stay positive and sympathetic. With your support, we solve a problem quickly, so you can enjoy your holiday without any obstacles.
3. If you have permission from Happy Home to stay 1 or 2 nights in a hotel, Happy Home reimburse overnight costs. You will need to arrange your own hotel, not too far away from your holiday house.
4. If the period of 48 hours of your call passes, without the problem you submit is solved and the problem is so serious that you can not stay reasonably in your holiday house, Happy Home regulates an equivalent alternative or warrant a reimbursement of 100 % of the holidays you did not enjoy.
5. Reimbursement takes place at the moment when you actually leave the holiday house with express permission of Happy Home.
Examples
1. When you arrive at your holiday house and the promised coffee device is broke or not present. You call the landlord (or Happy Home) and as soon as possible the landlord (or Happy Home) will provide another device. This category also includes crockery, glassware, pots and pans and cleaning the house. This kind of discomfort do you report during office hours and is not a reason to leave the rented house.
2. When you arrive at your holiday house and the promised washing machine is not present. The owner certifies that the washing machine is broken and that next week (if you're back home) will be repaired. You need to register with Happy Home. After returning home Happy Home will reasonably pay the lack of a machine. This category also include the boat, the sauna or the dishwasher. This kind of discomfort do you report during office hours and is not a reason to leave the rented house.
3. On the morning after arrival the hot water facility stops working. You directly call the landlord who confirms the same afternoon that the boiler is broken. You are wise to report this, despite the correct action by the landlord, during office hours to Happy Home. If the boiler will be repaired the next day, we ask you for a positive and kind attitude and to accept the inconvenience for that day. If the problem is not solved after your 48 hour report, then Happy Home will offer you an alternative. If there is no alternative available, then you will receive a refund of 100% from Happy Home for the days that you could not enjoy your holiday. This category also includes power and heating. -
Wheelchair accessibility
In the property descriptions of Happy Home is not listed whether a house is suitable for people who are disabled, have difficulties walking or cope with other physical limitations. The situation is different for each person and the suitability of a property depends on the severity and type of restriction the clients has. We will ask the landlord what is possible for the client. Please inform us as clearly as possible to indicate what kind restrictions you have.