FAQ - Frequently Asked Questions


General

Who is Interhome?

Interhome was founded in 1965 in Switzerland and is proud to look back over many successful decades experience in the home rental business. Today, Interhome is Europe’s leading provider of quality vacation homes with over 33'000 houses and apartments in 31 countries worldwide.

Where do I find the general terms & conditions for a booking with Interhome?

See here for the general conditions.


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Brochures / Catalogs

How can I request a custom-made digital catalog?

Search our website for vacation houses and apartments that meet your requirements and add up to 20 vacation homes on your "Favourites" list by clicking on "Save/Compare". Go to your "Favourites" at the top right of the page when you have finished choosing all the vacation homes for your personal digital catalogue. Click on "Create your personal catalog (PDF)" and fill in your personal details to receive a PDF via eMail.


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Searching

How can I check if a vacation home is available?

When searching online with your desired travel dates only the available vacation houses and apartments are displayed in the search results. If you're searching without any dates, you can use the availability calendar on the property detail page to see when the vacation home is available and for how long. For 'on request' only vacation houses and apartments you can either send a request or contact us directly.

How can I find out the price of a vacation home?

When searching online with your desired travel dates, you will find the correct price of the vacation home directly in the search results. You can also go to the property detail page and select your travel dates on the availability calendar to see the cost overview with all details and available additional services.

How can I see the location of a vacation home?

In the search results you can click the link 'Show on map' to see where the vacation home is located. There is also a 'Map' tab on the property detail page where a pin indicates the location of the vacation home. To get the directions you can use the route planner integrated on the tab "Map" on the property detail page.

How can I find pet friendly vacation homes?

You can select a number of criteria under ‘Further criteria' with the search facility. You will find vacation houses that allow pets by selecting the category "Attributes - Pets allowed".

How can I search for properties that are suitable for wheelchairs?

You can select a number of criteria under ‘Further criteria' with the search facility. You will find vacation houses that are suitable for wheelchairs under the category "Attributes - Suitable for wheelchairs".


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Booking process

How do I book a vacation home?

At Interhome you can book your vacation house or apartment easily in one of three ways: directly on our website, by phone or by eMail.

Is my online booking secure with Interhome?

An online booking with Interhome is secure. The verification and validation of Interhome AG is in accordance with the validation guidelines laid out by the CA/Browser Forum. SSL certificates protect data in transit between users and the websites they are connected to.

What extra services do vacation homes offer?

Each vacation home has its own additional services, for example cots, highchairs, buggies, etc. You will find all available services listed on the object detail page once you have selected your travel dates on the availability calendar. Most of the additional services can be booked directly in the booking process at extra cost.

Services in resort: Interhome has more than 200 service offices in the main European holiday destinations. Our local staff will be happy to help you and recommend additional services and excursions on spot.

How far in advance can I book a vacation home?

You can book your vacation house or apartment at any time. If you book within 1 week of the arrival date, you get a 33% last minute discount on a selected range of vacation houses. Or do you prefer to book far in advance? If you book at least 9 months before the arrival date, you will receive a 10% early booking discount on a selected range of vacation homes.

For bookings within 3 days prior to arrival please make your reservation by phone. Only credit card bookings are possible if you book within 3 days prior to arrival.

Can I also book long stays of more than four weeks?

Yes, it is possible to book for longer than four weeks. Please contact us to discuss the possibilities.

I would like to book a vacation home that is 'on request' only. What should I do?

Select your dates from the availability calendar on the property detail page and click the ‘On Request’ button. Then fill out the request form with your details. This will then be sent to our service centre who will get back to you at the earliest opportunity to clarify all of your details and process your booking request. If you are unsure of any of these steps or require assistance you can call our 24 hour service hotline.

When will my booking be confirmed?

After booking you will receive a confirmation eMail containing your booking number. If you did not receive your confirmation eMail, please contact us.


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Payments

What payment methods do you offer?

There are two ways to pay for your booking:

1. Credit card (VISA or Mastercard)
2. Invoice

For bookings within 3 days prior to arrival only credit cards are accepted.

Do I have to make a prepayment? When should the final payment be made?

A down payment of 30% of the total rental cost of the reserved rental property is payable within 10 days of the booking date. The remaining balance must be paid to Interhome no later than 29 days before the start of the rental period. If you book your vacation house or apartment less then 53 days prior to your arrival date, you will have to pay the total rental cost immediately.


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Cancellation/Changes

How do I cancel my booking?

You can cancel your booking by phone or eMail. Your cancellation comes into effect on the date of receipt of your notification.

What are the cancellation charges?

If you withdraw from the contract, we will invoice you the following cancellation charges:

A) up to 43 days before the start of the rental period: 10% of the rental
B) 42 to 29 days before the start of the rental period: 50% of the rental
C) 28 to 2 days before the start of the rental period: 80% of the rental
D) 1 day before the start of the rental period: 100% of the rental

Do you offer cancellation insurance and how is this arranged?

Interhome offers customers free cancellation insurance. Important: this cancellation insurance is subject to an excess of 20%. Any claim will be handled by Allianz cancellation insurance. Address: AGA International, Hertistrasse 2, Postfach CH-8304 Wallisellen, Switzerland.

Can I change my booking?

Yes, it is possible to change your booking, as long as the desired vacation house/period is still available. There may be a fee to change your booking.


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Pre check-in

What is pre check-in for?

Interhome’s pre check-in is comparable with the online check-in of airlines – it makes life easier for our customers! Required data can be given before arrival and therefore the arrival procedure is quicker and more convenient. Additional services can also be booked securely.

Is pre check-in secure?

Yes, pre check-in is absolutely secure.

  1. It is only possible to access pre check-in if you have received a direct link.
  2. Checking-in is done on a secured web page (https).
  3. Credit card details are entered in a secure area of Computop (industry leader in the world of payment). We don’t keep any credit card details, only a secure alias.
  4. Personal data is kept secure and is not used for marketing purposes.

Why do I need to supply my credit card details again?

The payment of the reservation and the payment of the extra costs on the spot are two separate transactions. It is comparable to paying for a hotel booking in advance and then paying for the extra costs of the mini-bar on the spot by credit card.


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Before your vacation

When do I receive my travel documents?

You will receive your travel documents 42 days before departure, once payment has been made for the booking. When you book a vacation home Last Minute you will receive your travel documents immediately after payment of the full amount.

Does the vacation home have bed linen and towels?

There are usually blankets and pillows for all beds (except cots) available in the vacation house. In some cases, bed linen and towels are included in the price. Check this in the 'additional services' listed on the property detail page of the vacation home.

How can I contact the keyholder at the local service office?

You can find the contact details of the key holder on your travel documents, which you will receive 42 days prior to arrival.

What should I take with me on an Interhome vacation?

You should consult the relevant authorities regarding passports, visas and health care documents, as well as documents that are required for the vacation home. You will receive a number of recommendations with your voucher that can be useful for your Interhome vacation.

I'm taking my pet with me. What should I bear in mind?

It is a requirement to carry a passport for your dog or cat when travelling in Europe. The passport serves as proof of rabies vaccination. In addition, your pet should have identification such as a subcutaneous chip. Both the identification and the passport can be obtained from your vet. There are different requirements when you take your pet abroad e.g. blood tests. Consult your pet's vet well before departure.


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During your vacation

What are the arrival and departure times for a vacation home?

The key holder is expecting you to collect the key between 4 p.m. and 7 p.m. on the day of arrival, unless otherwise mentioned in your travel documents. Please contact the key holder if you are arriving at a different time and have not made alternative arrangements.

You must vacate the property by 10 a.m. on the day of departure, unless otherwise mentioned in your travel documents.

Where do I collect the keys for my vacation home?

The travel voucher contains the full information and contact details of the key holder from whom you can collect the key to your vacation home and who will be your local contact.

Do I have to pay a breakage deposit?

The key holder is entitled to ask for a deposit. You will find the deposit amount in the cost overview on the property detail page of the vacation house or the apartment as well as on your booking confirmation.

How do I pay the breakage deposit?

The deposit can be paid by credit card or cash (as mentioned on your booking confirmation). It is necessary to pay the deposit otherwise you will not receive your key. Please note that at some locations the only option is cash payment.

What happens to my breakage deposit?

The deposit is a security retainer and will be refunded upon proper return of the rental property. The deposit will either be refunded to your bank account or received directly from the keyholder if you paid in cash. For a refund of the deposit to your bank account, always leave your IBAN- and BIC-code with the keyholder.

Do I have to pay tourist tax?

All taxes are shown in the cost overview on the property detail page on the website. You can see how much the tax is and whether it is included in the rental.

How can I lodge a complaint in-resort?

Should the condition of the property not be in accordance with the contract or if you suffer any injury, this must be reported immediately to the keyholder. If the latter is unable to rectify the fault within a reasonable time, it is imperative that you inform the Interhome service hotline by telephone. If notification is not given immediately on commencement of the rental period it will be assumed that the property is free of any defects. The same rules apply if any fault occurs during the rental period.

Do I have to clean the apartment myself?

No, your accommodation will be cleaned after your departure, unless otherwise indicated.


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After your vacation

How can I file a complaint after my vacation?

If your complaint can not be solved in the resort, you must present your complaint within 4 weeks of the end of the contractual rental period. The following contact options are available for contacting Customer Care. Please make sure you enter your name, invoice number and travel dates to your complaint.

Find all the contact details here.

The arrival time of the complaint is determined by the stamped date of postage on your complaint letter. Also refer to our Booking Conditions.

 

How can I write a review/feedback?

After your return you will receive an eMail with a link to a review/feedback form. All customer reviews will be verified and released by Interhome.