The following is useful information when you plan and prepare your holiday in a NOVASOL holiday rental
Your rental agreement will give you information concerning time of arrival and when the house must be vacated on the day of departure. The times of arrival and departure stated on your rental agreement shall be in force at any time. If not stated otherwise, the departure time from the holiday home is always 10 A.M. (10.00). You will receive the key to the holiday home on presentation of the original rental agreement.
Please note that even if you should arrive earlier than stated at the holiday home, the key is handed out to you on the initially stated arrival time.
The square meters stated in the holiday home description are the outside measurements of the holiday home. The inside measurements might be up to 15 % smaller. Most holiday homes are individual, privately owned holiday homes. The homes are decorated according to the owner’s taste. Please note that often there is plenty of room in the living room but not in the bedrooms. Even new houses do not always have a closet for each guest. The kitchenware is individual as well but as a minimum, there will be tableware and equipment corresponding to the number of persons allowed in the holiday home. Bed linen, tablecloths, towels, dishcloths, cleaning supplies, paper towel and the like do not belong to the equipment of the holiday home but need to be brought by the guests. You can rent bed linen at the local NOVASOL office. The holiday homes contain duvets and pillows for the number of persons allowed in the holiday homes. If “garden furniture” is stated in the holiday home description, this usually includes one table and four garden chairs. Sun loungers, cushions and sunshades are usually not included as basic inventory in a holiday home. Quality garden furniture is guaranteed in some holiday homes. Please look for the symbol in the holiday home description.
When a renovation year is stated in the house description, this does not necessarily mean that the whole house has been renovated. The term might mean that single rooms such as the bathroom or kitchen have been renovated.
The rooms in holiday homes are usually small, and the beds measure approx. 70/85 x 180/190 cm. The mattresses are often made from foam rubber. A loft sleeping place is an open loft room with sloping walls and mattresses on the floor. These are not suitable for adults/elderly guests but very popular among older children and young people. A vertical ladder leads up to it. An annex is an addition or a small house, in some houses with no heating. An infant travel bed for children 0-3 can be ordered in advance or feel free to bring it yourself if one is not present in the house (see the holiday home description). Please bring your own bed linen for the infant travel bed. Some houses have very limited closet space and a closet for each person cannot be expected.
The bathrooms in holiday homes are often very small. The shower stall is often equipped with a hand shower and a floor drain. Hot water supply is usually from a boiler (approx. 30 liters) which is enough for one shower.
Clogged floor drains are often due to diapers, cotton, tampons and the like being flushed in the toilet. Please avoid doing this.
(Indoor and outdoor) and whirlpools
If you order the holiday home at least 3 days before arrival, the indoor swimming pool is heated up to approx. 24-25°C. Use of soap, shampoo and the like is not permitted in the swimming pool or whirlpool. Outdoor swimming pools are available from approx. 15 June – 31 August, depending on the weather. Outside of this period, there might not be water in the swimming pool.
Note that the outdoor pools usually do not have a heating element, but are only heated by air temperature.
Whirlpool: If the holiday home has a whirlpool where the water is not to be let out, we fill it up with water before your arrival. If you know before arrival that you do not wish to use the whirlpool, please let the local NOVASOL office know before your arrival and you will save electricity costs.
Holiday homes with TV mostly have antennas for Danish DR1 and Danish TV2. Depending on the area, the quality varies.
If there is a satellite dish in the holiday home, the satellite dish often receives a number of foreign free channels. Please do not make any adjustments yourself. Internet connection/broadband can be e.g. cable, Wimax (wireless technology), Fiber, 3G (wireless mobile broadband), xDSL (e.g. ADSL). The various products have their own advantages and limitations. The holiday home owner puts the Internet access at your disposal and NOVASOL cannot be held responsible for lack of speed, breakdown or instability. Some holiday homes already have a computer and you may not necessarily be able to bring your own computer and connect this. If you have any questions regarding a specific Internet connection before your holiday, please contact NOVASOL and we will look into the matter.
The holiday home grounds are often nature plots. The square meters stated might not all be usable but may consist of heath, tall grass, wild meadows etc. where nature is left on its own. Please note that the ground belonging to new holiday homes might not have had time for grass, bushes etc. to grow up and the driveway might still need the final gravel.
When it is specified in the catalogue that the house is fenced, it does not mean that the fence can be closed so pets can run freely on the grounds without being on leash.
All distance indications are estimated measures in linear distance from the property to the closest shore/coast (sea, fjord, river or lake) and should only be considered as means of orientation. Not necessarily the nearest beach or swimming facility.
The distance stated for grocery shopping states the distance to the nearest grocery store, mini market or supermarket. Please note that some stores are only open during the peak season and that the distance to the nearest stores might be considerably longer in the middle season and off-season. NOVASOL cannot be held accountable for stores or restaurants closing down.
According to the holiday home owners’ wishes, the rental agreement depends on the payment of a deposit. The deposit can be paid together with the rental amount or when you pick up the key. The deposit serves as the holiday home owner’s security in case of damage to the holiday home and/or insufficient final cleaning.
The amount of the deposit depends on the type of holiday home and its amenities and appears on your rental agreement, in the catalogue or on the Internet. If your holiday is more than 2 weeks long, the amount stated can be charged per week and payment for the end cleaning can also be charged, in some cases more than one. This depends on the duration of your holiday.
Settlement of your deposit will take place no later than 3 weeks following your departure. Costs for energy, telephone and sometimes water will be deducted. Any damage or insufficient cleaning and an administration fee will also be deducted. If these costs exceed the deposit, the tenant will be invoiced the amount due.
Some holiday home owners do not wish to receive groups in their holiday homes. This information appears in the holiday home description. A group consists of at least 6 persons who are not traveling together as a family or couple.
If a holiday home is rented out to a youth group the usual deposit can be increased by EUR 500,- pr. person and up to the total number of persons allowed, regardless of how many people are actually staying in the holiday home. A youth group is defined as a group of at least 6 persons, primarily under 21 years of age.
If the holiday home is rented out during Christmas/New Year the deposit can be increased by EUR 100,- a person. A mandatory cleaning service can be demanded in connection with these bookings.
Please read all meters immediately following your arrival and on your departure. The electricity meter does not show decimals, i.e. the electricity meter shows whole kWh. Any red figures are whole kWh.
If you arrive later than your booked date of arrival or leave early, NOVASOL’s reading will apply and consumption costs for the whole period will be invoiced. If the house has been booked no later than 3 days before arrival, the house will be preheated to a temperature of approx. 15°C in the period 1 November – 31 March.
In the period 1 November – 31 March, your reading will apply while NOVASOL’s reading will apply in the period April 1 – October 31. The difference in your and NOVASOL’s reading will be larger for houses with whirlpools and swimming pools because of a higher energy consumption.
Please note that you will be charged for water consumption in some holiday homes.
It is expected that you leave the holiday home in a clean condition and ready for the next guests. The house is to be vacated no later than 10 am on the day of your departure. NB: If the house has not been properly cleaned, costs for additional cleaning will be charged subsequently or set off against your deposit. Please note that cleaning supplies and cloths do not belong to the standard equipment of the holiday homes. In some holiday homes, the final cleaning is included in the rental price or it can be ordered (look for the symbols in the house description).
If there is more waste than usual, NOVASOL is entitled to deduct the costs for additional refuse sacks from your deposit. The final cleaning can be ordered at the local NOVASOL office no later than 5 days before your departure. The final cleaning is to be paid on arrival or no later than when you order it if you do this during your holiday. For stays longer than 2 weeks an increased deposit, as well as an obligatory cleaning for each following week during the tenancy, can be charged.
Some holiday home owners do not want guests to bring pets into the holiday home. This will be indicated by a symbol in the holiday home description. NOVASOL cannot guarantee that there has never been a pet in the holiday home. We firmly request that you respect this rule. If NOVASOL should find out that the rule is being broken, the guests will be asked to remove the pet immediately.
Pets are allowed in holiday homes when indicated by a dog symbol. If you wish to bring your pets, please inform us of this when booking the holiday home. Please bring all necessary vaccination documentation (ask your veterinarian).
Please note that you initially only are allowed to bring two pets with you to the holiday home. However, in Southern Europe only one pet is allowed, unless anything else is stated. Should you want to bring additional pets, this can only happen, by us asking the holiday home owner for his/her explicit consent.
NOVASOL takes no responsibility for injuries to the horse during transportation to and from the holiday home or damages to the interior of the house and buildings. We recommend that you take out liability insurance before arrival.
A few holiday home owners want their houses to remain smoke-free. This will be indicated as a non-smoking holiday home in the description just as the holiday home owner might call attention to this in the holiday home. NOVASOL cannot guarantee or control that the smoking ban is being kept but we strongly request that guests respect the ban.
The information for both catalogue and website replaces all of our prior information and shall serve as the basis for your reservations.
Please note that there might be other sources to allergies in holiday homes even if pets are not allowed. One example is house mites. In holiday homes located in free nature, insects can be found. The same applies to silverfish, ants, wasps, bedbugs, woodlice, and martens. Cobwebs are made in a very short time, even if the house has been thoroughly cleaned. NOVASOL cannot be held responsible for this. Instances with mice being present cannot be prevented. Please inform the holiday home owner or his or her representative or the local NOVASOL office in case of large insect incidents in order for us to remedy the problem.
Allergies in general: NOVASOL takes no responsibility for the tenant’s allergic reactions in any holiday home.
NOVASOL cannot control construction activities in the area. There might be noise from construction activities or renovation work near the holiday home. Please always bear in mind that modern society must go on, also in holiday areas.
The following areas are located near military training areas: Jutland’s west coast: Rømø, Blåvand, Vejers, the area of Oksbøl, Nymindegab, Tranum, Rødhus, Blokhus, Løkken. North Zealand: Sjællands Odde, Jægerspris. East Jutland: Halk (east of Haderslev), Hevring (east of Randers). Bornholm: Raghammer (east of Boderne and west of Vestre Sømark). In the areas of Stampen and Arnager south of Rønne, noise from the civil airfield might also occur.
If you, contrary to our expectations, discover defects in the holiday home or the inventory on arrival, please inform our local representatives of this within 72 hours after the defect was discovered. This complaint should not be made through email but must always be made by telephone or personal appearance at the local NOVASOL office. Complaints concerning cleaning shall be reported immediately. If your complaint does not lead to a satisfactory solution within a reasonable time-limit, please inform our hotline telephone number +45 97 97 57 57 and we will seek to remedy the situation as soon as possible. A reduction in the rental price can only be claimed if the above instructions were kept and it was not possible to remedy the problem.
If the remedy requires an unreasonably large effort, the remedy might consist of a replacement house. This decision shall be made at NOVASOL’s discretion.
It is the tenant’s responsibility to get the name of the NOVASOL employee handling his or her case. The tenant shall contribute to the avoidance of worsening any damage, defects or consequential damage and shall also contribute to keeping any financial loss as small as possible for the holiday home owner and for NOVASOL.
In case of a complaint, the tenant shall grant NOVASOL a reasonable time-limit for a remedy or for the making good of the damage. Early departure without prior agreement with NOVASOL is for the tenant’s own account and risk. The tenant risks that the rental agreement will not be terminated and he or she risks losing the right for compensation as the tenant makes a remedy or the making good of the damage or a relocation impossible through his or her departure.
If, in your opinion, a complaint does not lead to a satisfactory solution during your stay, please send NOVASOL a written complaint so that we can attend to the matter. Please send the complaint no later than 14 days after your rental period to NOVASOL AS, Søvej 2, DK – 6792 Rømø, Denmark or send an email to kundeservice@NOVASOL.dk. NOVASOL does not recognize complaints on the grounds that other tenants received a better holiday home than what is described in the catalogue. Any compensation will only include direct, financial damage. NOVASOL or the holiday home owner cannot be made responsible for indirect, economic damage (consequential damage) or any damage of a non-economic character (non-pecuniary loss).
Problems with the electricity and water supply might occur during very hot summers or in periods with little rain. NOVASOL has no influence on these situations. In such cases, please contact the holiday home owner or his or her representative to get help. The water may have a brown color because of the upper layer of earth, however, this is harmless.
Always remember to bring your vehicle registration documents for your car and a valid driver’s license.
In order for you to be able to receive the mandatory fishing license, you have to bring your local fishing license from home. Fishing licenses are mandatory and can be bought at certain NOVASOL offices, the local tourist agency, most post offices, angler stores and online at www.fisketegn.dk
Further information is available at the local tourist agencies. If a boat is put at your disposal at the holiday home, it can be used from May – September, depending on the weather conditions. Please note that the mandatory life jackets are not included in the equipment. The use of the boat is at your own risk.
Central heating means that the building has its own heat production such as a boiler with solid fuel such as coal or wood.
Playing equipment can mean a swing, sandbox, seesaw, slide or a combination of these. Use of these is at your own risk.
Barbecue/Grills are available in many holiday homes. In some cases, the barbecue/grill can only be used after being cleaned, for example if it has not been used for a long time. This does not exempt you from cleaning the barbecue/grill before your departure.
Please do not pour water on the sauna oven as this can lead to serious damage or power outage.
A sun bed is usually placed above one of the regular beds. For persons under the age of 18, we recommend not to use the sun bed.
The GPS coordinates provided in the route description are not always directly to the holiday home and we make reservations for errors and omissions in the GPS coordinates provided. The coordinates are to the best possible location, which can be the nearest road, intersection or the like. If the key is not handed out directly at the holiday home, the GPS coordinates provided are directed towards the key holder’s address. We therefore kindly ask to check beforehand, whether the provided GPS coordinates are identical with the address of the holiday home.
In general only one key is handed out regardless of the number of persons the holiday home can accommodate.
Firewood is not included in the price but can be bought at nearly all grocery stores and gas stations. Wood on the property/by the house is the holiday home owner’s personal property and may not be used without prior agreement with the holiday home owner. Due to health reasons, wood collected from the beach or in the forest should not be used.
NOVASOL has no influence on the opening hours and any temporary closing (e.g. renovation) of the water parks and we cannot be held responsible for this.
Exchange of currency at the local NOVASOL offices is only possible to a limited extent. Please go to the nearest bank or ATM.
Unfortunately it can happen, that you are in need of medical help during your holiday in Denmark. Our service offices and our customer service hotline (+45-9797 5757), will always gladly provide addresses and telephone numbers during the opening hours. In addition you can download an app for your smartphone with information on urgent help. This app can be found under AkutDanmark in the AppStore or Google Play. The app can be downloaded towards a small fee.
NOVASOL has no influence on this app and cannot be held responsible for the app's content or the information provided therein. For contact concerning the app, please write to firstname.lastname@example.org
Please note: The information is provided in Danish, English and German.
NOVASOL is a member of the Association of Danish Holiday House Letters that has established an appeals board treating complaints from tenants who were not able to find a satisfactory solution with their rental agency.
More information is available on www.fbnet.dk or contact:
Ankenævn for Feriehusudlejning
Amagertorv 9, 2.
DK – 1160 København K