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FAQ Travelers

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  • General Questions

    • What is Top Select Visit?

      Top Select Visit is far more than a listing website. We are a fully integrated Luxury Hospitality Company dedicated to creating authentic travel experiences. The company was founded by entrepreneurs with over 75 years of experience in the service industry.


      With a focus on premium rental properties, we strive to provide consistent quality experiences by only listing properties that are hand selected by our qualified and trusted property managers.


      Our complimentary guest support includes a team of specialists dedicated to finding guests the perfect property to stay, and a personal concierge service to ensure an unforgettable stay.


      With offices in Europe and the United States we prefer to have regional presence for delivering an excellent service to our guests and property owners.

    • What makes a stay with Top Select Visit an experience compared to just a regular stay?

      At Top Select Visit we pride ourselves on providing a one-of-a-kind selection of premium properties that offer the experience and personalization of a fine hotel.

      • Each property offers first-rate amenities you’ll love. You can expect each of our properties to be professionally cleaned and well-appointed.
      • Our booking calendars are always up-to-date, payment will be seamless, and our cancellation policy is fully transparent.
      • You can expect welcoming and informative communications from the moment you book until check-out and every detail of your rental experience are documented.
      • Every guest is welcomed by a Personal Concierge who has extensive knowledge about your destination.
      • When you enter your rental accommodation it will be fully ready for you to enjoy. You’ll find complimentary Wi-Fi, a starter supply of toiletries, an online Guidebook with specific information regarding your rental and the surrounding area, attractions, preferred restaurants, and more! Look at each property listing for specific details.
      • If you happen to need anything at all, our 24/7 local team will be ready and waiting to assist you!
    • How is Top Select Visit different from listing sites like Vrbo or Airbnb?

      Companies like Vrbo and Airbnb operate listing websites that enable guests to research and book Leisure & Business rental properties anywhere in the world. However, once a guest books the property, they need to work directly with either the home owner or the property manager anytime they have questions or need something during their stay. This can be a hassle for home owners or property managers. In addition, you'll often find guests experience a lack of consistency in the service which can negatively impact star ratings, future bookings, and more.


      At Top Select Visit, we only select the finest properties to be part of the exclusive Top Select Visit Collection. Your stay is valuable to us. That is why we handpick and inspect every individual property against our highly set standards. Unlike many other organizations all our properties are physically reviewed by a committee of Top Select Visit Executives and Property Specialists who understand what discerning travelers are seeking. Every property is inspected and staged by our team according to our strict criteria.


      Top Select Visit uses local teams, expertise, and technology to ensure our guests have an excellent experience every time they stay at a Top Select Vist accomodation.

    • What is a “Luxury” property?

      Luxury properties are verified in-person to ensure that certain standards are met. Luxury listings meet “Luxury” quality standards set by Top Select Visit and provide all the important amenities for a carefree stay.

      Top Select Visit “Luxury” allows hosts to receive a “Luxury” classification that recognizes Listings with exceptional quality, comfort and style.


      You will save time and worry:

      Luxury homes can be trusted at face-value, since each one is personally inspected by a Top Select Visit related representative.


      You’ll feel at home:

      Luxury homes feel like home, but with the cleanliness of a hotel. In a regular home, you may feel like a guest in someone else’s home – especially if amenities are missing. Luxury homes provide all important amenities and are designed for your relaxation.


      Luxury hosts are experienced:

      Luxury hosts are experienced, which improves your check-in and stay. Luxury hosts can provide assistance to guests who need it, while also allowing independence to those who prefer it. Experienced hosts pay attention to small details that can improve a stay.

    • How do I know properties are legitimate Leisure & Business Rentals?

      We obsess over delivering a seamless, stress-free stay for guests-their great experience means more repeat visitors and five-star reviews. It all starts with making sure they book the right home. Our polished property listings that show exactly what guests can expect when they book a property.


      Before every stay, your local Personal Host or Property Manager stock your home with basic toiletries, paper goods, and cleaning supplies, so guests have everything they need. We also have an easy-to-use home guide, from driving directions, preferred restaurants, shops, attractions, to the WiFi password, at their fingertips.


      After a stay, we encourage guests to leave a review. And if anything wasn’t up to par, we communicate with the guests and our local teams to make things right next time.

    • How do I know homes are legitimate vacation rentals?

      We can assure you each and every one of our properties has been handpicked, inspected and fully vetted. Top Select Visit has been in business for over 9 years. To avoid any friction in the booking process, we do recommend always booking a reservation using a major credit card or using your applicable PayPal account, no matter which property you decide to book.


      You’re also welcome to review what our customers have to say about a specific property on each of our specific rental listings.

    • How can I search for a place to stay and find out exactly where this property rental is located?

      Searching for a place to stay is simple!


      You can search by destination, dates and /or number of guests. When finding a complete list of properties at your preferred destination and selected period you will find the following features, such as: specified price, amenities, check-in and check-out procedures, and more.


      Our maps on the listing are very accurate. However, if you would like we are happy to provide you the home’s full address.

    • What is an “Executive” property?

      Executive properties represent Top Select highest-end homes. These sumptuous properties go through strict inspections and include a dedicated trip designer who can incorporate chefs, drivers, private concierge services into your itinerary.

      Top Select Visit homes which meet the "Executive" requirements are the most exceptional homes with the very best service. A selection of beautiful and expertly designed homes with premium amenities and services.


      Expertly designed:

      Striking homes with exceptionally designed interiors.


      Luxurious amenities:

      Fully equipped to meet your needs, with ample space and privacy.


      Tailor-made service and itineraries:

      Your trip designer can arrange everything down to the last detail and make sure everything is perfect.


      Hassle-free check-in:

      Private airport pick-up, a personal welcome and a well stocked refrigerator are just a few examples of the extra amenities.

    Booking Questions

    • How does the booking process work?

      With access to the finest selected properties, we help our international clientele gain access to premium properties located in the most desired locations.


      Simply explore our collection and select the premium property you prefer. Then check your dates with our availability calendar and either submit your booking securely online or submit an inquiry.


      Booking

      There are two possibilities for your online booking, when you choose “BOOK NOW”:

      1. “Instant Booking”: In this instance, your booking shall be directly confirmed after the payment has been made.
      2. “Non-instant book”: You should receive a message that your booking will be confirmed within 24 hours because we need to check availability first. You submit a reservation with your payment details and when your reservation is confirmed, settlement of payment will be automatically confirmed.

      We send you a booking confirmation email with details of your booking, the amount you have paid and the date when the balance is due.


      Inquiry

      You may always choose “Get a quote”. When submitting an inquiry, you shall receive a confirmation of your inquiry and one of our Travel Advisors will contact you shortly afterwards.


      Payments

      Depending on the time of your booking and the property payment rules, you have to make a down-payment. Later in time a rest-payment needs to be made or instead you have to pay the total amount at the time of your booking.

      Security deposit withholding

      All rental properties require a separate withholding on your credit card of a security deposit for potential damages. The security deposit withholding will be released when there is no guest related damage within fourteen (14) business days after the departure date.


      Your Stay

      Once you arrived at your destination, you may be assured that you will be looked after. We work with selected partners at our destinations to make sure your stay goes smoothly.

    • What if I want to make a booking by phone?

      You can make a reservation by telephone in the following manner: After you have reached an agreement with your Travel Advisor by telephone, your Travel Advisor will send a digital confirmation which needs to be accepted by the you before the reservation is finalized.


      During the acceptance procedure of the reservation, a partial or full payment of the booking needs to be completed.

    • Can I ask a question about a home before making a reservation?

      On some listings, you will see the option to “Contact Property Manager” about a home.

      In this instance, we will put you in touch with the relevant Travel Advisor or Property Manager and they can answer any questions you may have about the home or your stay.

    • Am I booking directly with Top Select Visit?

      Top Select Visit curates homes for guests to book on our Top Select Visit platform. Top Select Visit has partners who support the technical site and payment processing and works with Property Management Companies who professionally manage home rentals on behalf of individual home owners.

    • Can I book Restaurants, Grocery services, Excursions , Activities and Transportation services with Top Select Visit?

      Top Select Visit is far more than a listing website. We are a fully integrated Luxury Hospitality Company.


      We have an extensive pre-arrival planning & communication with the guests. Guests also have their own Personal Concierge during the entire stay.


      When you review our “Complementary Concierge Service” you will find some examples of our complementary Hospitality Services.


      Your Top Select Visit representatives can provide you with a multitude of recommendations. They can also book some preferred restaurants and grocery - pre-stocking services for you, as well as many other activities such as excursions, tours-tickets and /or adventures, if applicable. Upon arrival your Personal Host will be happy to direct you to the best neighbourhood restaurants, lunch rooms, as well as bakeries, markets, and anything else that may be of interest to you during your stay.

      Your host can also provide you with a list of excursions and rates upon request. The host can also organize a customized tour for you as well as many other activities.


      We will be happy to organize a taxi pick-up service for you from the Airport or a private chauffeur service with one our preferred companies. We highly recommended such a service to have a smooth and convenient arrival and departure.


      We have an exclusive partnership with one of the major international car rental organizations and at your request we assist you with renting a car of your choice.


      With these services you will find the distinctive character of our organization!

    • How far in advance of check-in do I need to make a reservation?

      The availability window for most of the listed properties is three months in advance. For some properties it is possible to make a reservation up to a maximum of twelve months in advance.


      For "last minute" reservations, most properties have a preparation window of a couple of hours depending on the accommodation you have selected.


      Several properties are booked up to six (6) and even twelve (12) months in advance, often by returning guests. It’s always safe to contact us for availability as soon as you know your travel dates.

    Payments, Pricing & Reservation Requirements Questions

    • What are the acceptable payment methods?

      Reservation made on website Top Select Visit:

      When you book directly via our website PayPal is currently the acceptable payment method. Payments can be made by any credit card.


      It's a common misunderstanding that travelers need a PayPal account to make a payment. An account is not needed to make valid credit card payments.


      In some cases, your reservation can be paid by bank wire transfer and your Top Select Visit representative will send you full instructions on how to pay when you book.


      All rental properties require a separate payment of a security deposit withholding for potential damages. The security deposit withholding will be released within 14 business days after departure date.

    • What happens if my credit card is declined?

      Can I change my method of payment after booking?

      This functionality is currently available and depending how you made your reservation.

      • With ”instant-booking” this functionality is not possible because when making an “instant-booking” the payment needs to be processed immediately to finalize the reservation. 
      • With “inquire to book” or a “non-instant book. This functionally is possible and different payment options can be communicated with your Top Select Visit representative.

      You have to make sure you use a form of payment to secure your reservation that will be valid until after you complete your stay.

      However, If you book with a credit card and we are not able to collect your second deposit for your stay (if applicable), you will receive a “link” to submit an applicable payment within 24 hours. If payment is not received within 24 hours, your reservation will be cancelled accordingly.


      Can I pay for the reservation in one payment and the rest payment before the due date?

      Yes, you may pay the full payment of the reservation with finalizing the reservation and the rest payment before the due date, depending the applicable payment & cancellation policy. Please review those policies in the Payment and Cancellation Policy and in the section and be sure to check the individual property listing to see which applies to your property.


      How do I pay for additional services i.e., Grocery services, Pre-stocking, Excursions, Activities and Transportation with Top Select Visit?

      Should you request any of the applicable Hospitality Services or add-ons that require ancillary fees or charges, these charges will be handled by Top Select Visit after your reservation has been confirmed.

    • Can I call someone if I’m unable or don't want to submit my payment online?

      Our Top Select Visit representatives are always available to assist you with finding a solution for an alternative payment method.

    • When will I be charged for my reservation?

      You will either be charged the full amount when you finalize your reservation or have the amount split into two (2) payments depending upon the payment and cancellation policy of your selected property.


      14 / 30 / 60-day cancellation properties.

      • For reservations made outside the cancellation window, (e.g. more than 30 days out for a 30-day cancellation policy property), you will be charged 50% of the total amount at the time of booking. The remaining 50% will be charged at either 14, 30 or 60 days prior to your arrival date, depending on which policy your property follows.
      • For reservations made inside the cancellation window, (e.g. less than 30 days out for a 30-day cancellation policy property) you will be charged 100% at the time of booking.

      90-day cancellation properties:

      • For reservations made more than 90 days prior to arrival, you will be charged 50% of the total amount at time of booking. This payment is fully refundable till 90-days prior to your arrival. The remaining 50% will be charged 90 days prior to your arrival.
      • For reservations made 90 days or less prior to arrival, you will be charged 100% at time of booking.

      See our Payment and Cancellation Policy for more details on each policy and read the section Reservations and Cancellation Questions below.

    • Will there be additional fees that I'll be required to pay after booking?

      Security Deposit:

      All rental properties require a security deposit for potential damage to ensure proper care of the property. The amount of the security deposit will stated in the “House Rules” section of the property listing.


      After booking the property, the payment details are stored but not charged or authorized for the security deposit unless the host makes a claim. The home owner or property manager has 14 days after your check-out date to make a claim on the deposit for damages to their property.


      Top Select Visit will be responsible for releasing the withholding amount within 14 business days after the check-out date, assuming the property is in the appropriate condition.


      Add-on services:

      Depending on the rental property, the home owner or property manager may offer add-on services such as grocery pre-stock, additional housekeeping, etc. that can be charged separately after booking.

    • Why do some home rentals require a rental agreement?

      Most home owners require a rental agreement. When you complete your booking you will be asked to read and to agree with the applicable rental agreement by checking the box. When you make a reservation on a long stay basis, your Travel Advisor will provide you the “Lease Rental Agreement” on behalf of the home owner after you complete your booking. Please review this agreement carefully and return it in time to secure your reservation.


      See our “Terms of Use” section for more details of these “Rental Agreements”.

    • Why do some home rentals require a liability waiver?

      Some properties may require a liability waiver if it offers recreational amenities or features such as bikes, kayaks, pools, golf carts etc.

    • Are all taxes included in the price?

      Yes, all fees and charges collected will be inclusive of applicable taxes.

    • How are additional taxes handled?

      In some countries and cities, the government requires additional taxes based upon the number of occupants. Top Select Visit ensures the correct handling of these tax variances based on the actual number of occupants for the rented property.

    Reservations and Cancellations Questions

    • How can I look up my reservation on the Top Select Visit website?

      After making your booking you will be invited to your "Guest Portal". After you login you can see your reservation details.

    • How can I cancel my reservation?

      Reservations can only be cancelled by contacting your Top Select Visit Travel Agent. Use "this link" to find out how.


      Prior to cancelling, please carefully review the Cancellation policy for your reservation. If you have any trouble, please contact the Travel Advisor introduced to you at the time of booking to assist in processing your cancellation.

    • What is your cancellation policy?

      The cancellation policy for each property is displayed on the listing page and will also be included in your reservation confirmation. You should determine which of the following cancellation policies applies to your reservation.


      The Top Select Visit cancellation policy is different than most hotel cancellation policies and must be reviewed carefully as part of your booking process.


      Refunds are generally not granted if requested past the established cancellation window but on the other hand, your “Travel Advisor” is always willing to think along with you in the event of an urgent or compelling reason for your cancellation.


      See overview here


    • How do I modify the dates of a reservation?

      If you would like to modify the dates of your reservation to better match your travel plans, your "Travel Advisor" is always available to assist you.

      Remember that depending on the applicable cancellation policy, additional costs may be incurred by you.


      However, your modification request is subject to availability of the property.


      Please note that rates are dynamic, and we are unable to guarantee the same rates as originally booked.

    • What happens if Top Select Visit needs to change your reservation?

      In the unlikely event that we need to change your reservation, we will find an alternative accommodation that you are happy with or provide a full refund.

    Preparing For Your Trip Questions

    • Which restrictions can impact availability?

      The Government Travel Restrictions and Advisories: In advance of your stay and for your awareness, please review the relevant government travel restrictions, quarantine requirements and advisories. Also, you can reach out to your Travel Advisor for more guidance.


      Some destinations have temporary policies in place prohibiting short-term home rental activities and therefor you may notice calendars not showing availability on some dates for certain properties.


      In some instances, availability may show despite local market restrictions being in place. The reason is that some rental properties are allowed to accommodate certain categories of guests such as critical workers and essential travelers or because properties have a continuous permit.

    • What are your cleaning practices during the COVID-19 pandemic?

      Top Select Visit and our partners are committed to providing you with a safe environment that aligns with expert protocols for working to defeat COVID-19. We have partnered with in-house and outside experts in hygiene and infection prevention, and property rental operations, and alongside our internal Top Select Visit “Cleanliness Council”.  Top Select Visit is elevating our cleaning and safety standards, guided by our many years of expertise in hospitality. We actively monitor and evolve our practices to ensure a continued focus on the health and safety of our guests and partners.


      Specifically, we are focused on 3 key areas:

      1. Education – we are partnering with industry leaders to train and equip partners with the latest and best information on disinfection protocols related to COVID-19.
      2. Enhanced Standards – we have revised our already stringent cleanliness standards to include specifics around proper disinfection using the right protocols and equipment available.
      3. Equipment – we have partnered with vendors to provide state-of-the-art equipment for cleaning our properties to our enhanced standards of cleanliness.
    • What comes with every home?

      Although Top Select Visit present a diverse offering of unique properties, we believe certain fundamentals are necessary for your comfort and convenience. Every property listed on our site is guaranteed to include:

      • 24/7 support
      • High-speed Wi-Fi
      • Television
      • Kitchen essentials (cookware, utensils, microwave)
      • In-unit dishwasher
      • Premium linens and towels
      • Bathroom amenities (start up kit of toilet paper, shampoo, conditioner and soap)
      • Hair dryer
      • Smoke detectors and carbon monoxide detectors where fuel-burning appliances are present
      • Professional cleaning pre- and post - stay
    • What are the check-in and check-out times?

      These will vary by home. Please review details on the listing page to understand each property’s check-in and check-out times.

    • What if I need to change my arrival and/or departure time?

      For any changes to your travel plans, please contact your Travel Advisor. They will work directly with you to accommodate your requests to the best of their abilities.

    • What If I arrive before my check-in time can I drop my luggage somewhere?

      This varies by property and its occupancy. Please contact the appropriate Travel Advisor who will try to accommodate your request.

    • What if I need an invoice for my stay?

      If you would like to request a copy of your final charges, contact your Travel Advisor or send us a form "Contact us".


      Please include the reservation confirmation number and under which name the reservation was made in your email.

    • What are house rules?

      Each property has a specific set of House Rules. These rules cover for example quiet hours for specific neighbourhoods, what can and cannot be accessed during your stay, and other specifics about the property. These rules will be communicated to you prior to arrival by your Travel Advisor or Property Manager that looks after the property. A copy of the rules will also be available online with the specific property listed at our website.

    • How frequently is housekeeping provided?

      Professional housekeepers do a full service clean of every home before a new guest arrives. This includes making the bed with fresh linens and providing new bathroom amenities.

      At some luxury properties, housekeeping is provided throughout the stay; this will be detailed on the home listing. In most instances, mid-stay housekeeping is available at an extra fee and can be purchased at the time of booking or requested during your stay by Email - Text message - WhatsApp or during check-in with your Personal Host.

      You can always "Contact Us".

    • What if I need child-friendly items such as highchairs and travel cribs or extra towels and toiletries?

      For special requests, please check with your Travel Advisor or Property Manager using the contact details that were provided to you. Requests can be made by Email - Text message - WhatsApp or during check-in with your Personal Host.

      You can always "Contact Us".

    • What happens if something gets damaged in the home during my stay?

      We ask that you take care of the property as if it was your own, but we know that sometimes, things can happen. If any damages occur during a stay, please report them to your Personal Host or Property Manager using the contact details provided in-home or at the listing on our website. The Property Manager or Personal Host will also assess each home following every stay and will work with you to resolve any issue.

      You can always "Contact Us".

    Who To Contact Questions

    • For any questions related to a specific home or upcoming stay:

      For any questions about your home or stay, use the relevant telephone number or Email - Text message - WhatsApp provided in your pre-arrival communications with the Travel Advisor or Property Manager.


      This is the fastest way to make sure you get what you need.

      You can always "Contact Us".


      If you do not have a reservation and would like additional information about a specific property, use the “Contact Us” button on the website, located on the specific property being reviewed.

    • For broken or missing items during your stay?

      For any issues that arise that are related to appliances or matters of the property, you can reach out to the Property Manager or Personal Host using the contact details that provided in your pre-arrival communications or upon arrival at the home. They will work with you to resolve any issues as soon as possible.

    • Who to contact for other questions?

      You can contact us for questions you did not find in the FAQ section by the following link: “Contact us”

    • Can I list my home with Top Select Visit?

      We would love to consider your home! Individual home owners may sign up on our website and you will be contacted by one of our Property Specialists. Please complete the form on the following link“Contact us”

    Other Questions

    • How accurate is the price of each rental?

      We know inaccurate pricing is something that many guests have experienced which is why we have a team dedicated specifically to pricing . As long as you enter the correct dates and number of guests, the price will always be accurate.


      Please be aware our pricing is subject to change. In order to secure the rates shown during your inquiry, you should make a final reservation of the property with making the applicable deposit payment to hold the property.

    • How do I let you know about my special requirements?

      If you have any special requests, simply let us know during the booking process and we will do our best to take care of it. Our staff is here to assist you and the more we can personalise your trip, the better.

    • How do I get support before and during my stay?

      Top Select Visit provides a 24/7 Guest Support Service and around-the-clock assistance on the ground for each of the properties in the Top Select Visit Collection.


      Although our local teams are proactively tending to each property, we will also do everything possible to resolve any issues quickly. You may reach out to our Guest Support Service via phone at +31-88-030-5300 (for Europe) or +1‐949‐209‐1404 (for USA), or send a Text (+31880305302) or WhatsApp message to (+31880305301).


      Although different local ordinances apply to some homes, we will strive to support you via our Guest Support Service.

    • What house rules do apply?

      Although some properties apply to different additional local ordinances, we request that our guests follow the policies mentioned below to keep people and the property safe:

      • Please behave as you would in any home in which you live, with respect for the property and neighbours.
      • Unless we approve otherwise, you (as the guest ) must be over the age of 25.
      • You will be an occupant of the unit during the entire reserved period and other occupants of the home during your stay will be family members, friends, responsible adults or children under direct adult supervision. Other guests than those mentioned during the reservation are not allowed to enter the property during your stay.
      • Do not exceed the maximum occupancy of the home.
      • No parties and no noise that can be heard beyond the home lot line or in adjacent units or any illegal activity may occur at the home.
      • No pets are allowed unless otherwise noted for specific properties and where you have paid a pet fee in connection with your reservation in advance. Registered service animals are allowed when you provide proof of registration upon request.
      • No smoking is allowed in any property. Smoking around a property is only allowed when specifically mentioned at that specific property listing.
      • Regular check-in times are mostly between 2 pm - 4 pm and specifically mentioned per property, unless we are able to make other arrangements. Check-out times are mostly between 10 am -11 am and specifically mentioned per property. We will notify you via Email - Text-message or WhatsApp in advance if an early check-in or late check-out will be available.
      • Please use common courtesy at the home by keeping it clean, reporting any problems or damages, washing dishes as used, taking garbage to the outside bins, leaving towels in the bathrooms and sheets in the bedrooms, and not rearranging furniture.
    • What does Top Select Visit housekeeping fee cover?

      The housekeeping fee is a one-time fee that covers each reservation’s cleaning after your departure. On request it is possible, at certain accommodations , to arrange additional housekeeping at mid-stay or even more times during your stay, which should be arranged with your host and for additional (housekeeping) fees. All guests arrive to a clean property and shouldn’t have to worry about cleaning up before they go. This is all included in the housekeeping fee.

    • What Rental Agreements do you have?

      Top Select Visit is committed to providing you with the most convenient and reliable rental experience possible. Please call us at +1-949-209-1404 or +31-88-030-5300 if we can help you in any way.

      You find the terms of our Rental Agreements here.


      The Guest Agreement sets out the terms of your booking with us if you have booked a short-term rental, while the terms of your Lease Agreement apply when you are leasing a property from us on a long-term basis or where a Lease Agreement is required.

    • Why is my booking sometimes being processed as a request?

      In some cases, we need to confirm the advertised availability of certain properties with the Home owner or Property manager. This straightforward process is normally completed within 48 hours. Once the booking is approved, the amount will be charged to your card and the booking will be confirmed. You will then be sent a booking confirmation by Email, - Text-message or WhatsApp which is applicable for you. On the rare occasion that a booking is not confirmed, you will not be charged and we will contact you to offer alternative options.

    • Is my money safe and is my reservation protected from supplier failure?

      Your payment to Top Select Visit is always held in a separate Client Account. All bookings made through bonded suppliers are protected for your financial security. Additionally, your travel insurance may also offer you protection. In the unlikely event of a supplier failure, we shall aim to channel communications with the supplier on your behalf to try and source suitable property alternatives. If no suitable accommodation can be found, the full amount paid will be returned to you.

    • What if I'm unhappy during my stay?

      Issues at the booked property are extremely rare. In the unlikely scenario, should you have a problem while at your accommodation, you should report this immediately to your Host and/or Property Manager. You'll find contact details on your booking confirmation. On arrival at the property, you will usually be met and given the contact details of your contact person who can assist should anything go wrong during your stay.

    • Are my personal details safe?

      We use the latest industry-standards in security with the Extended Validation SSL encryption certificate to keep your personal and payment details safe. We will only pass some details to our partners and associated third parties where necessary to facilitate the management of your reservation. Additionally, two of our core values are privacy and discretion; we know how important these values are to our customers and our team.

    • How can I be sure the property is of quality?

      The properties we feature are handpicked and inspected to meet our highest standards for your peace of mind. Any property that fails to maintain our high standards will be removed from our portfolio immediately. Every property is verified through in-person quality inspection and our hosts are known to receive great reviews, no matter which accommodation you choose.

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