Check-in and check-out times can vary. Most holiday homes allow check-in between 16:00 and 20:00, and check-out by 10:00.

If your holiday home has a key box, you can arrive after the latest check-in time and you do not need to notify us.

To see the exact check-in and check-out times for your booked holiday home, please log in to MyBooking. 

Please log in to your account and use the form linked to your booking to let us know your expected check-in time if you are traveling to a home without a keybox.

The holiday home will be cleaned prior to your arrival, and we ask that you leave it  in a similar condition upon check out. 

If the final cleaning is included in the rental price or you've paid for it, you only need to ensure the holiday home is tidy before you leave. 

Most holiday homes provide a checklist outlining tasks to complete before departure. Common tasks include emptying the dishwasher and fridge, removing trash, and ensuring all indoor and outdoor furniture is returned to its original location. 

Some holiday homes permit you to do the final cleaning yourself. If you choose this option, you must leave the home tidy, thoroughly cleaned, and in the condition, you'd expect to find it upon arrival. 

No, you cannot access the holiday home earlier than the stated check-in time. 

Check-in times can vary, usually most holiday homes will allow you to check in between 16:00 and 20:00. Log in to your MyBooking site to see the specific check-in time for your booked holiday home.

If there is a key box at the holiday home, you can collect the key after the stated check-in time.

If your booking is in Denmark, you can sign up for an "early arrival" SMS on your MyBooking site. This means that you will be notified if your holiday home is ready before the usual check in time. 

You must return the key to the same address that you collected it from. If your holiday home has a key box, you should return the key back to the key box. 

Holiday homes in Denmark:   If there is a key box at your holiday home, the code will be available on your MyBooking site two days prior to your arrival. You will also receive an email/SMS with the key box code. 

Holiday homes outside Denmark:  You will be able to see the key box code on MyBooking in the key collection section or the key box code will be provided by the owner/caretaker prior to check in. 

If you arrive later than the latest check in time stated on your Mybooking site (usually 20.00) please contact the key holder directly to make arrangements for the key collection. The contact details for the key holder can be found on your MyBooking site.

If you are going to a holiday home with a key box, you can simply pick up the key whenever suits you, after the stated check in time. There is no need to let us know. 

You must depart no later than 10:00 on the day of departure, unless you have been notified of another check-out time. 

Travel instructions are available on your MyBooking site. You will be able to see the address of your holiday home with suggested route directions.  

You can pay for your booking securely during checkout using a debit or credit card or Apple Pay.

Once your booking is complete, you can also make additional payments at any time by logging into MyBooking and following the payment steps shown.

 We accept credit and debit cards as well as Apple Pay.

The payment methods available for your booking will be shown during checkout and in MyBooking when you make instalment payments.

You can find your payment overview on your MyBooking site. 

If you have paid your first instalment with credit card or SEPA, then we will automatically charge the 2nd instalment from your credit card/account.   

If you have paid your first instalment with another payment type (MobilePay, Trustly, ApplePay, Ideal, etc.) then you need to log in to your MyBooking site to pay the second instalment prior to the payment due date.  

As an extra service to you, you can pay in two instalments if you book more than 56 days before arrival.

The first instalment is 25% of the total rental price. The second instalment is the remaining 75% of the total rental price (due to be paid no later than 42 days before arrival). 

Payment failure can be due to a few different reasons.   If you are informed that the auto collection of the second instalment failed, please make the payment manually on your MyBooking site.

Sometimes it can also be due to the credit or debit card limit that your bank allows. If this is the case, please contact your bank.  

You may be able to buy extra services, usually up to 5 days before your arrival date, via your MyBooking site under "Holiday Extras", subject to availability, which varies according to the country in which your holiday home is located. 

If you get a new credit card between your instalments, you must log into your MyBooking site before the payment date and pay with your new card. You cannot change your direct debit credit card details online. 

All information about payment terms is available in the Rental Terms.

When you make an online booking, you can add the voucher code just before making a payment. The discount will be deducted from the rental price. 

Fincallorca is part of the Awaze group, along with NOVASOL. Regardless of which Awaze brand you book with, Awaze A/S will collect your payments. This means you may get some Awaze or NOVASOL branded communications, and the payment may show on your bank statement as NOVASOL.  

Many of our holiday homes include consumption costs in the rental price. However, some holiday homes require you to pay for consumption (electricity, water, heating, firewood and similar) in addition to the booking price.    

In holiday homes where consumption is not included in the price, the cost depends on usage during your stay or is charged as a pre-defined amount per person, per day. 

The details of consumption costs are listed in the house description and on your MyBooking site.  

The consumption costs will be settled in local currency at check in/upon departure or invoiced to you after your stay, please see your MyBooking site for the details for your booking. If invoiced after your stay, we aim to send you the bill within four weeks of your stay. 

If consumption is not included in the booking price, you will see the exact price per unit when you book your stay. If you have already booked your stay, you can get this information in your MyBooking site. 

The consumption costs will be settled in local currency upon departure or invoiced to you after your stay, please see your MyBooking page for the details for your booking. We aim to send you the bill within four weeks of your stay. 

The amount of the security deposit depends on the type of holiday home you have booked. You can find what security deposit applies to your booking in your MyBooking site.

A security deposit is a standard practice in the vacation rental industry. It covers consumption costs and any potential damage or additional costs that may occur during your stay.

Holiday homes in Denmark:   The security deposit will be automatically refunded up to four weeks after your departure date, provided there are no damages or additional charges incurred during your stay. This will be refunded to the same card/account used for the initial payment. 

Holiday homes outside Denmark:  The security deposit will usually be refunded to you on your check out or as notified to you by the homeowner. 

Holiday homes in Denmark:  Some holiday homes require you to pay a security deposit. If you don’t pay it when you make your booking, it will be added to your booking 9 days prior to your arrival date, and you can pay it via your MyBooking site unless something else is stated.

Holiday homes outside Denmark:  If a security deposit is payable, it will usually be payable directly to the owner and will show on your MyBooking site.

If there is any damage or additional charges, the relevant amount will be deducted from the security deposit. You will receive an itemised statement of these charges.

You cannot change the dates of your booking online, if you want to do this, please contact our Customer Services team for assistance. Please note that a change may not be possible and is subject to availability. A fee may apply in accordance with our Rental Terms. 

If you want to change your holiday home, please contact our Customer Services team for assistance. Please note that a change may not be possible and is subject to availability. A fee may apply for the transfer, in accordance with our Rental Terms.  

Yes, you can cancel your booking online on your MyBooking site. Your booking will be cancelled in accordance with our Rental Terms.  Usually, there will be a cost for cancelling your booking, which you can calculate in your MyBooking site. 

These cancellations are covered by the Security Package. You may cancel free of charge (subject to an administration fee) if you can no longer use your booking, or if the booking becomes significantly more difficult because the lead booker or an immediate family member has passed away.

How to request a cancellation

• Contact us in writing via “Chat with us”.

• You must notify us no later than 24 hours after the event that qualifies you for this cancellation.

Coverage period

• You are covered from the time you book until 12:00 noon on the day your rental period begins.

• There is no coverage after the rental period starts.

Required documents

A death certificate or other official documentation confirming the death.

Document deadline

• We must receive the required documentation no later than 72 hours (3 days) after your original departure date.

• If you do not meet these deadlines, Cancellation Protection will not apply.

• Please refer to our Rental Terms for more information.

Yes, you can change your party size on your MyBooking site before your stay. The number of adults, children and pets just needs to be within the maximum permitted of the holiday home. 

Holiday homes in Denmark:   You can add extras and pay on your MyBooking site. If you need to remove extras, please contact our Customer Services team.

Holiday homes outside Denmark:  You may be able to add/remove extras on MyBooking before your stay, but this depends on the type of extra you have chosen.  

Things like towels, bed linen, and dish towels can be included in the price or purchased before arrival with 5 days' notice through your MyBooking site.

For some homes these are included but you must check your booking to confirm if your holiday does or does not include these. Where they are not included there may be the option to purchase bed linen and towels. 

To check what applies to your booking: 

1. Log in to your booking page. 

2. Look for the option to order extras (including linen), or check the payment section to see if linen is included. 

3. If you don’t purchase linen and towels, you will need to bring your own. 

You can find the bed sizes for your property on the property page:

• Log in to your booking

• Click “View the property” near the top of the page

• Scroll to Holiday Home Information and check “Rooms” for bed sizes

Linen guidance (what to bring)

Flat sheets

• Single beds: Bring one single flat sheet (approx. 180 × 260 cm).

• Any bed for 2 guests (double / king): Bring 1 large flat sheet — at least 240 × 260 cm(larger is fine).

• This will fit either two single mattresses pushed together or one larger mattress.

• Avoid fitted sheets: Bed sizes vary across Europe, and fitted sheets are less flexible. Flat sheets are the safest option.

Duvet covers

• All beds: Bring one single duvet cover per person. Novasol homes use individual (single) duvets for beds — including on double/king beds.

• Single duvet cover size: approx. 140 × 200 cm (per person).

Bed size confirmation

We can’t confirm bed sizes in metric measurements unless they’re already listed on the property page. For exact bed details, please check the house listing using the steps above.

You will see the exact price when you make your booking. If you have already made your booking, you can get this information on your MyBooking site. 

Our holiday homes contain basic kitchen equipment as well as duvets and pillows for all beds. 

There are no cleaning products left in the holiday home. However, there will be a vacuum cleaner as well as a floor mop and bucket. 

All-inclusive means that the bedlinen, final cleaning at the end of the stay and consumption costs (such as electricity, heating and water) are included in the rental price.  

On the property description on our webpage, you can see if a holiday home is “all inclusive”.  

Holiday homes in Denmark: If your holiday home is in Denmark, you can purchase a holiday kit which includes:  

• 100ml dishwashing liquid

• 100ml cleaning agent

• 100ml glass cleaner with pump

• 7 dishwashing tablets

• 1 dishwashing brush

• 1 cleaning sponge

• 2 dishcloths

• 1 floor cloth

Linen Kit (where applicable) which includes:  

• 1 duvet cover  

• 1 pillowcase

• 1 bed sheet

• 2 towels  

• 1 dishtowel

If you realise that you have left something behind at the holiday home, we recommend first reaching out to the homeowner or keyholder as soon as possible. Otherwise, or if you require additional support, please don't hesitate to contact us. It's important to note that while we are here to help, we cannot be held liable for any lost possessions. Please be aware there may be a charge for returning lost property. 

Youth groups are defined as a group of at least six people under 21 years of age, although the age limit can be higher for certain holiday homes. If you are booking as a youth group, you must let us know at the time of booking. We reserve the right to turn down a youth group. Other restrictions on group composition may apply and will be stated in the holiday home description. You must comply with any restrictions on group composition stated in the holiday home description.

We highly value your feedback and would love to hear about your holiday experience. After you have returned home from your holiday, you can expect to receive an email asking for your valuable feedback within 48 hours. 

Availability and prices are usually released in spring/summer the year before and available to book online. Our website will always show the most up to date availability.

Many of our holiday homes have Wi-Fi. As Wi-Fi is an extra service there might be a separate charge. You can find this information in the property description on our webpage. 

The number of people allowed in the holiday home is stated in the property description. All people regardless of age count towards the total. 

Holiday homes that display the paw symbol with a “1” or higher allow dogs. Homes showing a “0” next to the paw symbol do not accept pets.

Please note that only dogs are permitted—other types of pets cannot be brought to the property.

When booking, make sure to include the number of dogs in your party size. If you’ve already booked, you can add them later through MyBooking.

Parking information will be available in the property description on the holiday home’s description on our website.  

Please be aware that access roads to the holiday homes are rarely asphalted, and generally cannot be used by sports cars or lowered vehicles. 

Some holiday homes are equipped with a charger for electric vehicles. We ask that you please avoid charging electric vehicles from normal outlets, as this can cause overheating, damage to the electrical installations and potentially fire. 

On the website description of your holiday home on our website, you will be able to see if there is a charging station for electronic cars. This will be listed in the section “Holiday home information”. 

Barbecue/grills are available in many holiday homes. if available, this will be shown in the property description on our webpage. 

If the TV is not working, what should I check first?

Please try the following basic checks:

1. Make sure the TV is switched on and connected to power.

2. Check that the remote control has working batteries.

3. Confirm the TV is set to the correct input or source, such as TV, HDMI, satellite, or cable.

4. Check that all cables are securely connected.

5. Restart the TV by switching it off, unplugging it for one minute, and then switching it back on.

6. If there is a separate TV box, satellite receiver, or router, restart that as well.

Why are some TV channels not working?

TV channels can stop working for several reasons, including signal issues, local provider changes, weather conditions, loose cables, or changes to regional broadcasting availability.

In many holiday homes, TV channels are provided through local antenna, satellite, cable, or internet-based services. The available channels can vary by country, region, and property.

Why does the TV say “No signal”?

“No signal” usually means the TV is not receiving a signal from the selected source.

Please check:

• the TV input/source setting

• the antenna, satellite, or cable connection

• whether the TV box or receiver is switched on

• whether the HDMI cable is connected correctly

• whether there has been bad weather that may affect the signal

If the TV uses a separate receiver, make sure both the TV and receiver are switched on.

How do I change the TV input or source?

Use the TV remote and look for a button labelled:

• Source

• Input

• AV

• HDMI

• TV

Select the input that matches the setup in the property. Common options are TV, HDMI 1, HDMI 2, AV, or Satellite.

If there is a separate receiver or TV box, the correct input is often HDMI 1 or HDMI 2.

Why is the picture breaking up or freezing?

A broken, pixelated, or freezing picture is usually caused by weak signal.

This may happen because of:

• bad weather

• local signal disruption

• loose antenna or satellite cables

• poor reception in the area

• temporary provider issues

Please check the cables and restart the TV and any connected receiver. If the issue continues, contact us.

Why is there sound but no picture?

Please try the following:

1. Check that the TV is on the correct input/source.

2. Make sure all cables are connected securely.

3. Restart the TV.

4. Restart any connected receiver or TV box.

5. Try changing channel.

If the issue continues, the TV, cable, or receiver may need further troubleshooting.

Why is there picture but no sound?

Please check:

• the TV is not muted

• the volume is turned up

• the receiver or TV box volume is also turned up

• the correct audio output is selected

• the HDMI or audio cable is connected properly

If available, try another channel to see whether the issue is only affecting one channel.

What should I do if the TV uses internet?

If the TV or channels rely on internet, please check:

1. The router is switched on.

2. The TV is connected to Wi-Fi or cable internet.

3. Other devices can connect to the internet.

4. The TV has been restarted.

5. The router has been restarted.

If the internet is down, TV services that depend on internet may also be unavailable.

Why are there fewer channels than expected?

The number of available channels can vary depending on the property, country, local provider, and reception method.

Some properties only have local free-to-air channels. Others may have satellite, cable, or streaming services. International channels are not guaranteed unless specifically stated in the property description.

Holiday homes in Denmark: You can add an extra bed or travel cot for your child by logging in to MyBooking and submitting a request.

Holiday homes outside Denmark: You will need to contact the owner/caretaker for information about extra bed or cot availability and provision. You can find this contact information on your MyBooking site.

Smoking is not permitted in any of our holiday homes. 

The more stars we award a holiday home, the higher the levels of comfort. Furniture, equipment and standard of the holiday home are considered. 

* 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. 

If the holiday home is booked at least three days before arrival, the indoor swimming pool will be heated up to approx. 24-25°C. 

After booking a holiday home, you will receive a booking confirmation email with a link to your personal MyBooking site. There, you can access information about your booking. 

Log in to your MyBooking site and click on “Resend booking confirmation”.

You can find and read our rental terms on your MyBooking site or via the link in the footer on our webpage.  

If you are booking a Fincallorca holiday home, make sure you read Annex 1 which applies to you. 

Accidents can happen. If you or anyone in your party causes damage, please inform the property owner or manager as soon as possible.

You can find their contact details by logging into your account and viewing your booking information.

If you cannot reach the owner or property manager, please use the "Chat with us" button on this page to inform us of the damages so we can help quickly and arrange for any necessary replacements.

We are sorry that you have experienced issues whilst on holiday. We kindly advise addressing any concerns or issues promptly while on-site with the homeowner or key holder to ensure a swift and efficient resolution. If you require further assistance, please contact us.

If you have registered a complaint with us and have been unable to reach a resolution, please see further details below. Please note that complaints made via Trustpilot or Feefo reviews are not considered registered complaints.

See our Rental Terms for more information on how to submit complaints or get more assistance.  

If you experience an issue during your holiday, please contact the keyholder or owner first, as they can usually resolve most problems quickly on-site.

If your issue occurs outside normal working hours and is an emergency—such as being unable to enter the holiday home, not locating the alarm code, or discovering severe damage—you can use the Novasol hotline.

The hotline number is provided in your before-arrival email and on your booking page when you log in.

If you are traveling to France, you will get an email with a payment link to pay the relevant tourist tax before you leave for your holiday.

For all other destinations where tourist tax is applicable, you will pay the homeowner or keyholder once you arrive, in local currency. 

Please note that the tax amount may increase or decrease in the period between making your booking and the commencement of your holiday. You will only ever be charged in line with applicable legislation.

Tourist tax is a small daily fee that all visitors going to specific destinations need to pay. The fee is set by the local authorities. 

You can make booking amendments, cancellations or booking transactions on our website or in your MyBooking site.  

If you choose to change or cancel your booking via our call center (instead of using our online services), we will charge you a call center handling fee. This ensures that our contact center staff are available to offer quick assistance for urgent matters. No call center handling fee is charged if you wish to make a new booking by telephone.  

The call center handling fee is 20 EUR and applies to all amendments, cancellations or booking transactions that could be carried out through our online services. 

If you’re unable to log in to your account, try the following steps:

1. Check your email address

• Make sure you’re using the

  same email address

  you used when booking or creating your account.

• If you’ve used multiple email addresses in the past, try any others that might be linked to your booking.

2. Reset your password

• Click “Forgot password?” on the login page.

• Follow the instructions in the email we send to create a new password.

• Check your spam or junk folder if you don’t see the email within a few minutes.

3. Check your internet connection

• Make sure you have a stable internet connection.

• If you’re using a mobile device, try switching from Wi-Fi to mobile data (or vice versa).

4. Try a different browser or device

• If the page doesn’t load or the login button doesn’t respond, try:

  • Opening the site in a different browser (e.g. Chrome, Safari, Edge).

  • Clearing your browser cache and cookies.

  • Logging in from another device.

5. Make sure cookies and JavaScript are enabled

• The website requires cookies and JavaScript to function properly. Check your browser settings to confirm these are turned on.

6. Check if our website is under maintenance

• Occasionally, our site may be temporarily unavailable for updates. If this might be the case, try again after a few minutes.

7. Still can’t log in?

• If you’ve tried the steps above and still can’t access your account, please contact us through

  “Chat with us” to reach out to our Customer Service team

Have your name, email address, and booking number (if applicable) ready so we can assist you quickly.

If you’re having trouble creating your account, try the steps below to get started.

1. Check if you’ve submitted the “Create Account” form

After filling out the sign-up form on the website or app, make sure you clicked Submit. If the form doesn’t go through, look for any error messages and double-check that all fields are filled in correctly.

2. Look for the verification email

Once your form is submitted, you should receive a verification email. Click the link in that email to confirm your account — you’ll need to do this before you can log in.

3. Check your spam or junk folder

If you don’t see the verification email in your inbox, check your spam or junk folder — sometimes it ends up there.

4. Try resetting your password

If you still haven’t received the email after 10 minutes, go back to the login screen and click “Forgot password?” You may have an account from several years ago, if so then you can reset your password and login.

5. Still can’t create your account?

If you’ve tried all the steps above and still can’t create your account, please contact us through “Chat with us.”

Our team will investigate and help you complete your account setup.

Additional tips

• The verification link in the email expires after a short time. If it does, simply try to login and if your email is not verified, you will have the option to “resend your verification email”

• Use the same email address you used for your booking to make sure your reservations are linked automatically.

• If you’re using the app, check that you’re on the latest version from the App Store or Google Play.