FAQ section

We have collected the answers to some of the questions, we often get in our customer service department.

Holiday rentals
What does the star ratings mean?

The more stars a cottage has, the better the comfort is. Furniture, equipment and the cottages condition is part of the judgment.

* Very simply furnished holiday home with basic facilities, for a stay during summer.

** Plainly furnished holiday home with few facilities.

*** Well-kept holiday home, equipped with standard furniture.

**** Well-equipped holiday home of a high standard, with comfortable furniture and extra facilities.

***** Our best rated holiday home. Tastefully furnished and fully equipped.

Why do you show a watermark on some of the photos?

When the holiday rentals are marked with the camera symbol, it means that it is a model photo, and therefore may not show that exact holiday rental.

Please note: there may also be used a model photo for possible sauna and jacuzzi facilities, even though the camera symbol is not shown.


How many people are allowed in a holiday rental?

The number of persons allowed in the holiday rental is stated in the description of the house. All people regardless of age count. However, in holiday rentals in Denmark it is often possible to bring an extra child less than 4 years of age without any further costs. In Norway and Sweden, this is also often the case but you must remember to ask, when booking the house. For the rest of Europe, it is usually not possible to bring extra guests. In every case, you need to ask. It is nowhere allowed to put up tents in the garden or bring along caravans etc.

Can groups and youth groups book a holiday rental?

Some house owners do not wish to have groups or youth groups renting their house. If so, this is most often stated in the house description. Groups and youth groups are defined as 6 persons or more, who are not related or who are not couples. If you are travelling as a group, this must be reported to NOVASOL, who reserves the right to turn away group bookings. Provided that a group does not announce its status as a group, NOVASOL also reserves the right to turn away the group at the time of arrival or during the stay. Groups pay a special group deposit no later than upon arrival. The group deposit consists of the ordinary deposit as well as an extra charge of EUR 100 / USD 150 per person mentioned in the rental agreement.

How many pets can I bring?

You can usually bring two pets in Denmark, Norway, Sweden and Central Europe, when the description says that pets are allowed.

In southern Europe (France, Italy, Spain, Greece and Croatia etc), only one pet is allowed in houses where pets are accepted. If you would like to bring more pets than allowed, the house owner must be asked. Please contact us well in advance if you wish to bring more pets.

Are the holiday rentals smoking or non-smoking?

Some of our holiday rentals are non-smoking houses. You can see whether a house is a non-smoking house in the house description and the house owner may also show it in the holiday home. If nothing is stated you may smoke inside the holiday home. If you are in doubt, please contact us.

How is the holiday rental decorated and equipped?

Holiday rentals are decorated by the owner and reflect his/her taste. The kitchen is always equipped with pots, pans and tableware for the number of persons allowed in the house. For further information see the description of the house or contact us.

Are there pillows and duvets in the holiday rental?

Yes, there are always pillows and duvets for the number of people allowed in the holiday rental. Please note that the pillows and duvets may not be the same as at home.

How about bed linen?

Bed linen is usually included in the rental price for South Europe and popular flight destinations. It will then be provided by the house owner.

In many countries though, especially in northern Europe, you usually have to bring your own bed linen. If you prefer, you are usually also able to rent it from the house owner or service office.

Make sure you check whether bed linen is included when booking or before departure. If you are in doubt, please do call us.

I suffer from allergy. What type of pillows and duvets will there be in the holiday rental?

If you suffer from allergy and need a special type of pillow and duvet, we recommend you to bring your own. We also recommend you to book a holiday rental where pets are not allowed.

Energy consumption – what can I expect?

Consumption of electricity, water, gas, heating and firewood are all variable costs and therefore consumption varies according to the type of holiday rental and its size. We recommend that you use your common sense when using energy such as water and electricity. The consumption costs will usually be deducted from the deposit.

How do you calculate the distances from the holiday rental to local amenities?

The distances stated are estimated distances to nearby bathing possibilities as the crow flies and only serve as orientation. The distance is from the property to the nearest coast/shore (sea, inlet or lake). It is not necessarily the distance to the nearest beach or open-air bath.

The distance stated for shopping opportunities states the distance to the nearest grocery store, mini market or supermarket. Please note that some stores are only open during the high season and that the distance to the nearest stores might be longer to shopping opportunies out of the high season.

When can I collect the key for the holiday rental?

The time of arrival or key collection is between 4pm-6pm local time (in summertime to 8pm. in some countries). You are not entitled to the key if you arrive prior to the time stated in the route description.

What if I want to collect the key after opening hours?

If you expect to arrive after opening hours you must inform the service office or the house owner in time either by phoning them or contacting them by post/email. The address is given in the rental agreement. Details concerning the handing over of the key will then be arranged on an individual basis.

What time do I have to depart from the holiday rental?

You must depart the house no later than 10am and turn the key in immediately after. You must clean the holiday rental (unless you have ordered a final cleaning or it is included in the price).

What about cleaning, when I am leaving the holiday rental?

Many people choose to do the final cleaning themselves to save money. The holiday rental will be checked by our service personnel after your departure. You can also choose to order a final cleaning until four days prior to your departure. However, some holiday rentals include a compulsory final cleaning, which means that you can not do the final cleaning yourself, but have to pay for the service at the latest when you collect the key.

How do I know if the costs of the final cleaning are included in the rental price?

You can find out whether final cleaning is included in the rental price by clicking on the price in the house presentation. Here you will more details about the specific holiday rental. If the final cleaning is included in the rental price, this will be stated here.

How much does a final cleaning cost?

Prices vary according to country and size of the holiday rental. Please look for the cost of a final cleaning in ‘What is included in the price?’ or alternatively contact the sales department for further information.

Will there be any cleaning products in the holiday rental?

We advice that you bring the most important cleaning products yourself. Remember to bring dish towels, towels, dishcloths, toilet paper and detergents. Some guests buy cleaning products in a local supermarket upon arrival to avoid carrying too much luggage.

How to book a holiday rental with NOVASOL?

You can book holiday rentals on our website. You are also welcome to contact our sales department. Telephone number: +45 3914 3444. Email: novasol@novasol.co.uk. Opening hours are, Monday-Friday: 9 – 18.30, Saturday 9 – 14 (CET). The sales department is closed on Sundays and on public holidays.

How far in advance can I book?

You can book a holiday rental for the current season. Around July, we open up for bookings for the following year. If your preferred holiday rental is not yet ready for bookings, it is possible to make a pre-order by contacting the sales department, who can advice you when the holiday rental can be booked.

How am I protected with NOVASOL

When you rent a holiday home with NOVASOL, you are automatically covered by our Security Package, which means that you are protected if you need to cancel due to acute illness, serious injury, fire, burglary, involuntary unemployment or new employment. We also offer a Money-Back Guarantee, which means, that if you find the booked holiday home cheaper for the same period in the same currency elsewhere, NOVASOL will refund the price difference

All the personal information that you give us on our NOVASOL websites are securely transmitted via SSL encryption to our servers

How do I change or cancel my booking?

If you wish to make changes in relation to your booking you must phone the sales department immediately or contact them by email. You find the terms and conditions as well as information about potential fees in our rental terms.

How do I pay?

If you book more than 56 days before arrival, the rental price is divided into two instalments. The first instalment which is 25 % total rental price is paid immediately. The remaining balance is due to be paid no later than 42 days before arrival.

When placing an order less than 55 days before arrival, the entire rental fee must be paid immediately.

How do I get the rental agreement and other travel documents?

After booking you will receive an email confirmation and when you have paid, you can then download your rental agreement and travel documents electronically.

Can I transfer my booking to somebody else?

Yes, you can. If you are unable to make the trip yourself, it is possible to transfer your booking to another person without extra fees until eight days prior to your arrival. However, you must send us a written confirmation including information on the new tenant.

What is prepayment consump.?

The prepayment of consumption costs acts as a security for the home owner to ensure that any variable consumption costs, such as electricity, heating and water will be covered. A meter in the holiday home will track the usage and thereby costs. In the property presentation (Overview and Facilities) there is more info about which costs are included and excluded for each holiday home.

Why do I need to pay breakage deposit?

The breakage deposit is meant for the holiday home owner as a security and will cover potential damages that may occur to the holiday rental or to the grounds during your stay. Note: if you have caused any damages by accident, you will need to settle the amount yourself with the holiday home owner.

In the holiday homes where you have to pay for the consumption costs, these are usually deducted from the deposit on your departure from the holiday home.


Boat - Breakage deposit: In case the holiday home has a boat either included in the rental price or for rent, then you might be charged an additional breakage deposit for the use of this boat.

How do I pay the breakage deposit / prepayment consump.?

Usually the deposit / prepayment of consumption costs is paid on arrival in cash to the house owner or representative, when you collect the keys. It is paid in the local currency used at your destination.

In Denmark, you can pay the deposit / prepayment of consumption costs at the time of booking, or you can pay it when you collect the keys from our service office or representative on arrival. Here you can pay by cash or by credit card. Our recommendation is that you pay at the time of the booking, in order to save time when you pick up the keys.

When will the breakage deposit / prepayment be refunded?

In all of the countries, except from Denmark, the holiday home owner / representative will settle the deposit / prepayment of consumption costs with you at the same time as you hand back the keys. In a few instances the deposit will be refunded with a bank transfer, we advise you to bring your IBAN and Swift numbers with you.

In Denmark, where you pay prepayment of consumption costs on certain holiday homes, we will deduct the consumption costs from the original prepayment and within three weeks from your departure from the holiday home, we will transfer the remaining amount by bank transfer to you or refund it to the credit card that you used to pay for the booking, or/ prepayment of consumption costs in the first place.

If the consumption costs exceed the prepayment made, or damages exceeds the deposit, then we will invoice you for the outstanding amount.

Why do I have to pay tourist tax?

Local authorities in many countries in Europe charge a tourist tax from visitors to the country. You pay the tax in the local currency to the holiday home owner on arrival. The amount varies in each region. Tourist tax can be charged by either NOVASOL before departure or on-site in local currency.

No answer to your question ?

Contact us here