Frequently asked questions

If you have not booked your holiday accommodation direct with an owner before - relax! We're here to help and reassure you - we've listed the most frequently asked questions for you below:

What if I want to ask the owner a question about their property?

Answer: If you have a general enquiry to ask the owner or agent that has not been answered by the information given on the property pages available on the HolidayBank website, then please enter your question on the General Enquiry Form and it will be sent direct to the owner or agent to respond to you. Links to this General Enquiry Form can be found on every property page.

How do I know the properties on HolidayBank are accurately described and legitimate?

Answer: We require detailed and verifiable information from advertisers before they are able to promote their property on this website. Therefore, you may rest assured that the properties are legitimately offered for holiday rental. We have to rely on the advertiser to ensure that all the information and pictures of their property are a true and accurate description or the property. We recommend that you read other holidaymakers comments about the property where they are available, or that you ask the owner for references from other holidaymakers if you have any concerns.

When do I pay the deposit on my holiday rental?

Answer: A deposit of between 10%-50% of the full rental is usually required when you confirm your booking with the owner or agent. This is payable to them – not HolidayBank. You will be advised what the deposit required is and also when to pay it by the owner. You will also be advised when to pay the balance of the rental - usually at least 8 weeks prior to the start of your holiday.

What is a Security Deposit and will I get this back?

Answer: You will usually be asked to provide a refundable Security Deposit in addition to the agreed rental fee. Details of how much this deposit is and what is covered by the deposit will be given to you by the owner. The security deposit will be returned to you on departure or as soon as you get home, assuming that you had left the property in the same condition in which you found it.

When do I get detailed instructions for finding the property?

Answer: The owner/agent will send or email you detailed instructions for finding the property, including detailed local information regarding getting to the property from the local airport by car, taxi or bus routes.

When do I get the keys to my holiday rental?

Answer: You may be sent a key in advance or sent instructions on where to pick up your key when you arrive. Some owners live close to the property and will be pleased to see you into the property themselves. Others may leave the key at a neighbouring property or local agent for you to collect. Ensure that you know what time the key-holder will be available in case of late arrivals.

What happens if I need to cancel my booking?

Answer: Ensure that you have been given both day and evening contact numbers for the owner/agent when you confirm your booking with them. If you are unable to fulfil your holiday rental, telephone the owner/agent immediately – you may be able to come to some agreement with regard to late arrival or cancellation. However, please note that most owners will have a clear cancellation policy which you are liable to abide by, regardless of the reason for the cancellation. Remember – check that your travel insurance policy covers unforeseen cancellation.

What if there is a problem with the property when I arrive?

Answer: Ensure that you have been given both day and evening contact numbers for the owner/agent or local representative. Contact them immediately to resolve any issues on the spot – do not wait until you return home. We recommend that you take copies of all documentation associated with your booking, including the full description of the property as given on the HolidayBank property pages.

What is the check-out procedure from the property?

Answer: The owner/agent should advise you about what to do when you check out of your holiday property. This may include some cleaning in order to satisfy the conditions of the Security Deposit, so that your full deposit is returned to you. If in doubt, always leave everything as you found it with towels and bedlinen neatly folded.

Should I bring my own bed linen and towels?

Answer: Most owners will supply fresh bed linen and towels for the property to suit the number of guests that you have booked for. However, please check the details of your Rental Agreement as there may be a small local charge payable, especially if you require extra items.

Who is responsible for services to my holiday property?

Answer: Most owners include the cost of all services in with your holiday rental. However, there may be a small charge for some services, such as additional cleaning materials or extra towels/sheets. Please check your holiday rental agreement carefully.

Will I have to pay any local taxes?

Answer: Some countries charge a Tourist Tax to help protect local environments from the effects of tourism. This is usually paid locally and is a nominal amount. Check on the HolidayBank Information page relating to the country you are travelling to for more information or check with the owner.

Will the property be stocked with basic food supplies?

Answer: Check the details given by the owner in their pre-arrival pack which should be sent to you on receipt of your deposit before your holiday begins. Most will be pleased to provide you with a ‘starter pack’ including basic food stuffs and cleaning supplies. If in doubt, please check with the owner/agent. If they are not supplied automatically, you can usually request a simple grocery pack to be left ready for your arrival, for a small charge.

Where will I buy supplies?

Answer: If you have chosen a property which is fairly remote, please think ahead and take all necessary supplies with you – especially baby supplies or any medicines you may require. The owner/agent will advise you where to find the nearest source of food, supplies and medical services if requested.

Are my personal details kept confidential from the owner / agent?

Answer: Yes, your personal details are protected by HolidayBank until such time that your booking is accepted by the owner/agent of your chosen property. They are then given your details in order to complete the holiday rental booking, payment and arrival with you.

How do I book?

Answer: When you have found a property, simply complete the booking enquiry form, completing all details as requested, and your booking request will be sent directly to the owner. The owner will either confirm or decline the booking request and you will be advised immediately by email. If the booking is accepted, you will be asked to complete your booking direct with the owner and pay any deposit or rental due to them. If the booking is declined, you will need to search for another suitable property or adjust the time of your holiday to correspond with availability.

Who are HolidayBank?

Answer: We put the owners and agents of privately owned self-catering holiday accommodation in touch with people like you – who are searching for a cost-effective way to book their holiday property direct. We do not own any of the property advertised and any booking you make is completed directly with the owner.