Answers to frequently asked questions

Soleara, established in 1991, is one of the largest Dutch suppliers of vacation homes in France, Italy, Spain, the Netherlands, Belgium, Germany and Luxemburg. A villa with private swimming pool, a farm, a chalet, a cottage, a bungalow or an apartment, Soleara has it all. Did you want to go to the Provence, Côte d'Azur, Tuscany, Costa Brava or something closer to home, the Belgian Ardennes? Soleara makes it possible.

It is possible that you can’t find the vacation home of your dreams in our program. In that case we may still be of service to you. It is possible that 'your' home was only recently discovered, visited and assessed by us. Just to ask for the latest possibilities, by telephone or by e-mail. Our telephone number is 0031(0)505265100. Our email address is info@basic-travel.com. Or simply ask your question via our website: Ask a question.

You can contact us by telephone or by e-mail. Our telephone number is 0031(0)505265100. Our email address is info@basic-travel.com. You can also ask a question via our website: Ask a question.
Click here for our address information and opening hours: contact.

Download here the general conditions and the additional travel conditions.
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Soleara is registered with the Travel Bookings Compensation Fund (membership number. SGR:1981) The trips published on this internet site are covered under SGR’s warranty within the borders of the SGR-guarantee arrangement.

The SGR guarantee entails that the consumer is insured that his prepaid travel money shall be refunded if the counter party is unable to provide the agreed services due to financial incapacity. This guarantee only applies for our Dutch clients. The conditions are available on the SGR website: SGR.nl

A vacation home is allocated a specific category based on the assessment made by our employee after visiting the relevant vacation home. The vacation homes are assessed (as objective as possible) so as to provide you with an indication of what one may expect from a certain villa orf vacation home. After all, in reality a vacation home may offer more comfort than what one may expect by looking at the photos. Likewise, the opposite is also possible. When describing the accommodations we do not present matters better than what they actually are. Why would we? Our goal is to provide you with care-free accommodation, prevent disappointment and welcome you back as a returning client. In this context your own experiences are also a very valued and important source of information. Your comments sometimes lead to the adjustment of our assessments.
The various categories represent the following:
Category 1: Very simple vacation home. The basic needs such as sanitary, sleeping and cooking facilities are present. There is no extra comfort in the form of a lounge, washing machine, television, etc.
Category 2: Simple vacation home. The basic needs such as sanitary, sleeping and cooking facilities are present. Some extra comfort may be present in the form of, for example, a standard lounge, washing machine, radio, etc.
Category 3: Reasonably comfortable vacation home. In addition to the basic needs, the residence also has extra comfort, for example, a lounge, washing machine, television, DVD-player, etc.
Category 4: Comfortable vacation home. In addition to the basic needs and extra comfort, the residence possesses extra facilities which may consist of a dishwasher, internet, swimming pool, etc.
Category 5: Luxury vacation home. The vacation home or villa is fully equipped, the interior is complete. There may also be several extra facilities present, such as a swimming pool, Jacuzzi, sauna, tennis court, etc.
Category 6: Very luxurious vacation home. No explanation needed.
Take note. The location of the accommodation may also play a part in the allocation of a specific category. A certain view, a location by the sea, a location in the vicinity of an exceptional resort or large city or the presence of large or attractive grounds may influence the allocation of a specific category.

Make a reservation for the required accommodation online via the reservation form on the Soleara website. Click here for a step-by-step explanation of making an online reservation: How to make a reservation. It is also possible to make a reservation by telephone or by e-mail. Our telephone number is 0031(0)505265100. Our email address is info@soleara.com.
When making reservations by telephone or by e-mail always include the reference number of the required accommodation (available on the website), the required period, the number of persons and pets and your contact details.

The availability of a residence can be checked on the page 'Availability and reservations'. When a given period is indicated to be available 'subject to change', this means that the period is available on our planning, but that we have to verify the actual availability with the owner. If you make a reservation for a period that is available subject to change, and the period appears to be unavailable following inquiries, the reservation will be cancelled. If the period is available, the reservations will remain final.

Once you make a reservation for a specific accommodation via the website and complete and submit the relevant reservation form, the reservation is considered final. If you make a reservation by telephone or e-mail, the reservation is considered final on the moment that you declare your desire for making a reservation for a specific accommodation.
If you make a reservation for a period that is available subject to change, and the period appears to be unavailable following inquiries, the reservation will be cancelled. If the period is available, the reservations will remain final.

If you have a specific residence in mind, but have to confirm with your fellow travellers for example, then it is possible to take an option on the required period. An option can be requested for 1 to 2 working days. If you require a longer option, this can be discussed in some cases. You may request an option by telephone or by e-mail. Our telephone number is 0031(0)505265100. Our email address is info@soleara.com.
Take note! It is not possible to request an option by completing the reservation form; By completing and submitting the reservation form, you are in fact making a final reservation.

You can make a change, depending on the nature of the change; please see Article 9 of our general conditions.
A change to the booking requires approval from Soleara and/or the owner.
If you wish to make a change to your booking after you made your reservation, Soleara is entitled to charge €28 for administrative costs.

You will receive the lease agreement and relevant documents by e-mail a maximum two working days after making the reservation.
If you prefer to receive the travel documents by post, please let us know by e-mail or telephone. Our e-mail address is info@soleara.com. Our telephone number is 0031(0)505265100.

Eight weeks before your departure you receive an e-mail with the address of the holiday home, directions, a voucher, general useful information and contact details for the person who will welcome you and give you the key (usually the owner or manager). Occasionally you will be sent the key a few weeks before departure; if this is the case this will be noted in the travel documents.
If you prefer to receive the travel documents by post, please let us know by e-mail or telephone. Our e-mail address is info@soleara.com. Our telephone number is 0031(0)505265100.

You will receive the lease agreement and relevant documents by e-mail.
If you prefer to receive the travel documents by post, please let us know by e-mail or telephone. Our e-mail address is info@soleara.com. Our telephone number is 0031(0)505265100.

If you don’t have access to the internet and/or a personal e-mail address, you can also make your reservation with us via telephone. The lease agreement and other records will then be sent to you by post. Our telephone number is 0031(0)505265100.

It is possible to make a reservation by telephone or by e-mail. Our telephone number is 0031(0)505265100. Our email address is info@soleara.com.
When making reservations by telephone or by e-mail always include the reference number of the accommodation required (available on the website), the required period, the number of persons and pets and your contact details.

When specific wishes are indicated during the reservation, these will be passed on to the administrator or owner of the relevant vacation home. We are however unable to guarantee that your wishes will be met.
If you have specific wishes that are of vital importance for booking accommodation, that is considered essential. This has to be stated with the booking. For example, if your mobility is somewhat impeded, you are recommended to check that the desired vacation home is suitable for you.

Most of our range of available vacation homes have a minimum rental period of one week where Saturday is the day of arrival and departure. If a deviating minimum rental period or a deviating arrival and departure day are involved, this will be indicated in the description. For accommodation where weekend and midweek residence is offered, Friday (for weekend or week residence) or Monday (for a midweek residence) apply as arrival days.
The possibility to make a reservation for a period with deviating arrival and departure dates varies per accommodation and per season. We could enquire with the relevant owner on your behalf whether this possibility exists. With a deviating rental period, the lease amount will be determined in discussion with the owner.
In the peak of the season it is generally not possible to deviate from the minimum lease period or to make reservations for deviating arrival and departure dates.

It is possible to make a reservation from our current range for next year. If there is not yet an established set for next year, we will contact the relevant owner to request the availability and prices for next year.
When making reservations from the current range for next year, the down payment amount in most cases is only 20% plus additional expenses. In December of this year you will pay the remaining down payment amount which is 15% of the total travel amount. This is however not a general rule. We will discuss this with you in advance. We reserve the right to make possible price adjustments or changes of another nature.

There are other expenses, in addition to the lease amount. These expenses may consist of mandatory additional expenses (‘Payable on site’ or ‘To be paid via Soleara’) and expenses for additional reserved options (‘Available for an additional payment’). These expenses are indicated on the page with prices.

Additional expenses should basically be paid on site upon arrival, unless it is indicated with the expenses that they have to be paid via Soleara. In some cases the additional expenses are settled against the deposit upon departure. This varies per accommodation.
Expenses that are indicated to be charged pro rata will be settled according to their nature against the deposit upon departure.

Soleara charges € 28.00 for administrative expenses. If you book multiple vacation homes at the same time, you will only pay the booking charges once.

Soleara charges € 28.00 for administrative expenses. If you book multiple vacation homes at the same time, you will only pay the booking charges once.

If you wish to make a change to your booking after you made your reservation, Soleara is entitled to charge € 28.00 for administrative costs. A change is possible, depending on the nature of the change. A change to the booking requires approval from Soleara and/or the owner.

Most of the time a mandatory safety deposit must be paid on the accommodation provided by us. A safety deposit is generally paid in cash on site to the owner, the administrator or an agency. For some accommodations a safety deposit must be paid to Soleara in advance. A safety deposit to Soleara should be received by us a maximum of four weeks in advance.

Most of the time a mandatory safety deposit must be paid on the accommodation provided by us. At the end of your stay you will be refunded your safety deposit, if applicable subject to the deduction of possible damage incurred during your stay. Possible additional expenses may, if not already paid for in advance, also be settled using the safety deposit. This varies per vacation home.
In a number of cases, a safety deposit paid on site is not refunded upon departure, but paid to you directly via the agent or owner following your departure. In the event of payment to Soleara, the refund will also be paid by Soleara, as soon as we have contacted the owner and settled any possible additional expenses and damages. Our goal is to take care of this within a period of a maximum of four weeks following the end of the lease period.

Most of the time a mandatory safety deposit must be paid on the accommodation provided by us. The safety deposit amount varies per vacation home and is established by the owner of the relevant residence. A safety deposit serves as guarantee for the owner to cover unexpected damage that was incurred during your stay.

Most of the time a mandatory safety deposit must be paid on the accommodation provided by us. The safety deposit amount varies per vacation home and is established by the owner of the relevant residence. A safety deposit serves as guarantee for the owner to cover unexpected damage that was incurred during your stay.

Tourist tax is charged in most countries. The applicability and amount is defined by local regulations and depends on the season and location. A reduction usually applies for children. If known, we indicate the tourist tax with the mandatory expenses.
It is possible that a city decides to impose or increase tourist tax in the spring. The indicated prices are therefore often guideline prices. It is also possible that, for some homes for which tourist tax is indicated, this has to be paid on site.

The down payment amounts to 35% of the travel amount, the booking charges, the amount for possible additional expenses payable via Soleara and the expenses for possible purchased insurance.

The down payment must be paid within five days after booking. This down payment amounts to 35% of the travel amount, the booking charges, the amount for possible additional expenses payable via Soleara and the expenses for possible purchased insurance.
The remaining part of the invoice amount has to be received by us eight weeks prior to commencement of the lease period.
For bookings made within eight weeks prior to the date of departure the full invoice amount has to be paid within five days after booking.
If the deposit is not paid on site but via Soleara, the deposit amount has to be paid to us a maximum of 4 weeks prior to commencement of the lease period.
When making reservations from the current range for next year, the deposit amount is in most cases only 20% plus additional expenses. The remaining down payment amount is paid in December of this year. This is however not a general rule. We will discuss this with you in advance. We reserve the right to make possible price adjustments or changes of another nature.

When you make your reservation, you are asked to choose a payment method.
Dutch clients can pay by means of Ideal, credit card or bank transfer.
Belgian clients can pay by means of MrCash, credit card or a bank transfer to our Belgian account number.
French clients can pay by means of a credit card or a bank transfer to our French account number.
Clients from countries other than the Netherlands, Belgium or France can pay by means of a credit card or an international bank transfer to our account in the Netherlands.
There is a surcharge for payments by credit card.
You do not have to pay the deposit at the time of your reservation. When you receive your travel documents, you also receive payment instructions for the payment method of your choice.

Soleara does not use a general early booking discount. There are however some homes, often park-homes, for which an early booking discount applies; where applicable this will be indicated in the price list.
It is furthermore advisable to book as soon as possible. The sooner in the year, the greater the chance that the vacation home of your choice is still available in the vacation period selected by you. Soleara makes it possible for you to book up to one year in advance. Practice teaches that due to the overwhelming interest, it is even necessary for some vacation homes.

Soleara does not use general student or senior discounts. There are however some homes, often park-homes, for which special discounts apply; where applicable this will be indicated in the price list.

Whether or not pets are allowed varies per accommodation. The descriptions of the various accommodations indicate whether or not pets are allowed. If the description indicates that pets are allowed under certain conditions, it will depend on the type, breed and/ or size of your pet whether or not the owner will allow this.
It is always required to indicate the presence of a pet upon reservation, even if pets are allowed unconditionally. If you fail to indicate that you will be travelling with one or more pets upon reservation, the owner is entitled to refuse access to the vacation home if you decide to bring a pet with you. In such a case you will not be entitled to any form of compensation for the unspent days.
If you bring more than one pet, it is possible that an extra deposit or an extra charge is demanded.

Whether or not pets are allowed varies per accommodation. The descriptions of the various accommodations indicate whether or not pets are allowed. If the description indicates that pets are allowed under certain conditions, it will depend on the type, breed and/ or size of your pet whether or not the owner will allow this.

You have to bring your own bed linen, bathroom towels and kitchen linen, unless it is clearly stated that this is included. If there is an option to rent linen, this will be indicated clearly with the prices under ‘Optional extras’. In some cases the linen is available, but you are required to pay for it. This will be included with the mandatory expenses under ‘Payable on site’ or ‘To be paid via Soleara’. Pillows and blankets are always present.
No bed linen are provided for the possibly available baby or children beds, unless explicitly indicated that this is available.

A final cleaning should take place upon departure. You should also perform this final cleaning personally, unless specifically indicated that this is included. If the final cleaning can be performed at an additional cost, this will be indicated with the prices under ‘Optional extras’. In some cases it is not necessary to perform the final cleaning personally, but you are required to pay for the final cleaning. This will be included with the mandatory expenses under ‘Payable on site’ or ‘To be paid via Soleara’.
Upon departure you should leave the accommodation clean and tidy, even if the final cleaning service is included or paid for. This implies amongst others that you should have washed the dishes, taken out the trash and returned everything to its original place. If the residence is not departed clean and/ or tidy, the owner or the administrator may charge compensation or deduct a part of the deposit.

Most of our range of available vacation homes have a minimum rental period of one week where Saturday is the day of arrival and departure. If a deviating minimum rental period or a deviating arrival and departure day are involved, this will be indicated in the description. For accommodations where weekend and midweek residence is offered, Friday (for weekend or week residence) or Monday (for a midweek residence) apply as arrival days.

The possibility to make a reservation for a period with deviating arrival and departure dates varies per accommodation and per season. We could enquire with the relevant owner on your behalf whether this possibility exists. With a deviating rental period, the lease amount will be determined in discussion with the owner. In the peak of the season it is generally not possible to deviate from the minimum lease period or to make reservation for deviating arrival and departure dates.

Most of our range of available vacation homes can be entered on Saturday from 16.00 pm and should be cleared on the day of departure before 10.00 am. The general maximum departure time for short weekend stays from Friday to Sunday is 18:00 pm. The driving directions include the exact arrival and departure times that are applicable for the booked accommodation.

Most of our range of available vacation homes can be entered on Saturday from 16.00 pm and should be cleared on the day of departure before 10.00 am. The general maximum departure time for short weekend stays from Friday to Sunday is 18:00 pm. The driving directions include the exact arrival and departure times that are applicable for the booked accommodation.

An accommodation may be inhabited by the maximum number of persons indicated in the relevant description of the accommodation. The descriptions use the following indications for the maximum number of persons, for example 6 persons:
6 : Maximum 6 persons, including babies and children.
4-6 : Maximum 6 persons, but the accommodation is most comfortable for 4 persons. Usually this includes the use of a bed settee for the other persons, or the dining table or lounge is only suitable for 4 persons.
5(+1) : Maximum 5 persons and 1 baby.
If you stay in the accommodation with more than the maximum permitted number of persons without prior written permission, that may constitute a breach of the rental agreement and the rental agreement may be cancelled. This implies that the owner may refuse access to the leased premises. In such a case you will not be entitled to any form of compensation for the unspent days.
If you want to stay in the booked accommodation with more than the number of persons indicated in the reservation (but not more than the maximum allowed number), you have to report this to Soleara or to the owner of the vacation home prior to departure. If a higher travel amount applies for the increased number of persons, the lease agreement should be adjusted accordingly.

If you want to stay in the accommodation with more persons than indicated during the reservation, you must report this to Soleara or to the owner of the vacation home prior to departure. If a higher travel amount applies for the increased number of persons, the lease agreement should be adjusted accordingly.
An accommodation may be inhabited by the maximum number of persons indicated in the relevant description. If, despite this, one or more persons than the maximum number are staying in the accommodation, this could result in termination of the lease agreement. This implies that the owner may refuse access to the leased premises. In such a case you will not be entitled to any form of compensation for the unspent days.

It is specifically prohibited to camp (tent, caravan or camper) on the grounds possibly accompanying the vacation home or homes without explicit permission from the owner and/or Soleara. The violation of this rule may result in the termination of the lease agreement, for which there is no right to compensation.

If matters are not as expected or as required upon arrival or during your stay, it is important that you keep our complaint procedure in mind (article 15 of our general conditions) and thereby report possible complaints during your stay. Our goal is to ensure that your stay is as pleasant as possible. Solving possible complaints during your stay is also our main consideration. Our telephone number is 0031(0)505265100.

When making a reservation for a vacation home, Soleara offers you the possibility of cancellation insurance, travel insurance and holiday let insurance . Always ensure that you are properly insured so that you personally run the least possible financial risk in the event of unforeseen circumstances. Extensive information on the different kinds of insurance, the premiums and the insurance conditions can be found on the insurance page: Insurances.

Your liability insurance is unlikely to cover you adequately for any damage you may have caused to the rental accommodation. That is why we offer the possibility to conclude a special holiday let insurance with us. This is not obligatory, but we strongly recommend it. If there is any damage to the rental accommodation and you are liable for that damage, our insurance provides cover from € 25 to maximum € 2,500. This cover is significantly higher than that of standard travel insurance. The premium for this holiday let insurance is 1.5% of the rental cost.

Detailed information on the cover by the various insurance companies and the insurance conditions are available on the insurance page: Insurances.

Cancellation should be made in writing, this may also be sent by e-mail. Cancellation charges are charged with the cancellation of a reservation. The cancellation charges for cancellations that take place eight weeks prior to departure, amount to 35% of the travel amount and the extra expenses, such as the booking expanses and expenses for purchased insurance. The cancellation charges for cancellations that take place within eight weeks prior to departure amounts to the full invoice amount.
For specific unforeseen situations you may cover the financial risk run by you in the event of cancellation by taking out cancellation insurance. Extensive information on this cancellation insurance, the premiums and the insurance conditions can be found on the insurance page: Insurances

No statutory reflection period is applicable to reservations for vacation homes. Bookings made via the website, by e-mail or by telephone, may only be cancelled upon payment of the applicable cancellation charges.