FAQ - Answers to frequently asked questions from holidaymakers

If you select the dates and duration of your holiday when searching, the holiday homes on offer are automatically checked for availability, so that only available properties appear in the results list at . This is based on an occupancy calendar that the respective provider keeps up to date at all times. However, to be on the safe side, availability is checked again by contacting the provider when a booking is made. Your booking will therefore only be confirmed once the provider/owner has confirmed it. If available, we will provide you with alternatives.

Have you found a holiday home for your holiday? Then click on "Go to booking" in the property presentation. Now complete the fields on the booking form. Here you can select your preferred payment method and take out travel insurance. Finally, please read and accept our terms and conditions and click on "Book with obligation to pay" to finalise your binding booking order. On the following page you will receive an overview of your binding booking order.

If you have selected credit card as your payment method, you will be asked for your credit card details. For your security, this is done in a separate booking step. Your booking order will only be finalised after confirmation from the provider or owner. As soon as the booking is confirmed, you will receive an e-mail from us with further information. Please note that we cannot accept your booking by telephone.

After you have sent your booking request, you will receive a booking number from us. As soon as we hear back from the provider, we will inform you immediately by e-mail. You remain bound to your booking order for a total of 48 hours and can then declare your cancellation by e-mail (of course only if the booking has not yet been confirmed). Longer deadlines apply for bookings with special requests and conditions, e.g. over-occupancy or pets on request. If, contrary to expectations, your booking is not confirmed, we will send you an alternative offer subject to availability.

Depending on your device, you will see the property ID either above the calendar (on a desktop PC) or at the bottom of the page (smartphone - under "Need help?").

Yes, babies and small children are considered persons and must be specified when making a booking.

A maximum occupancy is stated for the holiday homes. The property cannot accommodate more than the specified number of people. This includes babies and children. Over-occupancy is possible in exceptional cases, but must be requested. Please state the number of people travelling with you in the booking request. Please note that additional costs may be incurred for over-occupancy. Please also note that in Croatia over-occupancy is not possible for legal reasons and therefore cannot be requested.

Please select your travel dates, the desired duration of your trip and the number of people and, if applicable, pets travelling with you in the property presentation above. The total price will then be calculated automatically. The services that are included or have already been included are indicated. Tip: When searching, enter the desired travel dates, the length of stay and the number of people, as well as whether you are travelling with a pet. The calculated total prices will then be shown in the results list, so that you can easily compare .

The payment methods and payment terms vary depending on the provider, the period between booking and arrival, the country in which the customer is resident and other factors. In principle, we do not charge a payment fee. Please refer to the information in the property description/booking order to find out which payment terms apply in your specific case. Detailed information on the payment methods and conditions can also be found in our terms and conditions of booking.

No, we will send you a reminder about 6 weeks before arrival with a secure payment link . We will also send you a reminder in good time for payment by invoice.

The following reasons may apply if payment by credit card does not work:

• The 3-D Secure procedure may not be activated for your credit card. Please contact your credit card provider to activate 3-D Secure.
• Your credit card limit may not be sufficient for the amount to be paid.

The protection of our customers' money is our top priority. In order to be able to offer you the widest possible variety of holiday homes, we cooperate with holiday home agencies, holiday park operators and countless private landlords all over the world. As a rule, these providers are not legally obliged to formally guarantee customers' money. So that you can go on holiday with peace of mind, we thoroughly check all tour operators, local partners and private hosts for efficiency and reliability before including them in the offer. As a rule, you pay your holiday or rental price conveniently to us and we take care of the settlement with the respective provider for you.

True to the motto "You book and pack your bags, we take care of the rest", the service fee is used to cover the costs of the services and advice provided, the continuous expansion of a high-quality offering and the operation and further development of the booking platform:

• Like no other provider, we take care of all aspects of a booking with multilingual customer service. Whether it's advice, queries, change requests or even complaints - customer service is always available by phone and email and takes care of the entire booking process, from the enquiry to the provider to the dispatch of the travel documents.
• In the case of payment processing via us, we take care of the payment to the provider and provide various free payment methods.
• All providers are checked - regardless of whether they are private landlords or agencies.

The service fee is already included in the total price shown and is payable when a booking is finalised. It amounts to 3% of the rental or travel price, up to a maximum of € 39.

Whether a visitor's tax is payable locally is regulated by the municipal statutes at the holiday resort. As far as we are aware, we point this out in the property presentation. Please note, however, that the amount of the visitor's tax may be changed by the local authorities without prior notice. The tourist tax is a local tax and must be paid by the owner to the municipality. The tourist tax is always payable on site, even if it is not stated in the property description.

Look forward to your holiday without a care in the world! In cooperation with our partner HanseMerkur, we offer you special travel insurance rates that apply to the entire rental property and cover all fellow travellers.

Basic protection

• Travel cancellation insurance  without deductible, except in the event of outpatient treatment in the event of an unexpected and serious illness
• Holiday guarantee/trip cancellation   without excess, except in the event of outpatient treatment for an unexpected and serious illness

Premium protection

• Travel cancellation insurance without deductible, except in the event of outpatient treatment in the event of an unexpected and serious illness
• Holiday guarantee/trip cancellation without excess, except in the event of outpatient treatment for an unexpected and serious illness
• Travel health insurance without deductible
• Emergency insurance
• Travel accident insurance
• Luggage insurance without excess
• Travel liability insurance with excess

Important: in the event of cancellation, please note that a cancellation and payment of the cancellation costs must have been made so that the insurer can check your case.

Whether and how many pets are allowed differs from property to property and is indicated in the respective property presentation.

Please refer to the price information in the property description to find out whether there are additional costs for bringing a pet.

If you are travelling with more than the permitted number of pets, our customer service team will be happy to ask the provider/owner whether it is possible to take your pet with you - possibly for an additional charge.

Please note that a confirmed booking cannot be cancelled free of charge if the provider/owner refuses to accept more than the permitted number of pets.

You can cancel your booking at any time. We only accept cancellations by e-mail to info@e-domizil.de. The amount of the cancellation costs can be found in the terms and conditions for your holiday home. These will be sent to you by e-mail together with the booking confirmation.

It is subsequently possible to check whether the owner has accepted another booking for the property during the period you originally booked. If this is the case, a refund may be possible. We will be happy to check this for you on request.

If you are unexpectedly unable to arrive, please let us know as early as possible. If this should only be the case a few days before arrival, please also contact the local contact person specified in the travel documents immediately.

The protection of our customers' money is our top priority. In order to be able to offer you the widest possible variety of holiday homes, we cooperate with holiday home agencies, holiday park operators and countless private landlords all over the world. As a rule, these providers are not legally obliged to formally guarantee customers' money. So that you can go on holiday with peace of mind, we thoroughly check all tour operators, local partners and private hosts for efficiency and reliability before including them in the offer. As a rule, you pay your holiday or rental price conveniently to us and we take care of the settlement with the respective provider for you.

We will be happy to answer any questions you may have about your booking or trip. Simply write to us at:

info@e-domizil.de.

Once you have received your travel documents, your local contact will be happy to answer any questions you may have about your booking, arrival, property facilities, etc.

The accommodation description indicates which services are already included in the rental price, which services can be booked in addition and whether these are payable in advance or only on site.

If the property presentation does not contain any information on final cleaning, guests must carry out the final cleaning themselves. If final cleaning is included in the scope of services, the holiday home must be left swept clean on departure. In any case, guests must dispose of their own household waste. Please note that in some regions not every holiday home has its own rubbish bin and guests must take their waste to a municipal collection point.

Furthermore, the basic cleaning to be carried out by the tenant (regardless of whether you have booked a final cleaning) includes the following:

• Washing up and clearing away the crockery
• Disposal of the remaining food
• Stripping the beds

Unless otherwise stated in the property description, a holiday home is generally equipped with sufficient crockery, pots, cutlery, simple cooking utensils and at least two hotplates for the number of people advertised. More specialised kitchen appliances, such as a salad spinner, blender, garlic press, corkscrew, egg cooker or toaster are not necessarily part of the basic equipment - unless explicitly mentioned in the property description - and should be brought along if necessary to be on the safe side. Items such as toilet paper, spices or cleaning products are also not part of the basic equipment and should also be brought along or obtained locally.

The property presentation indicates whether bed linen and towels are included in the rental price. If there is no indication, you must bring your own bed linen and towels. Blankets and pillows are usually always provided.

Please note: the number and size of towels may vary depending on the owner. Pool/beach towels must always be brought along.

Tea towels are sometimes provided by the owner, but we generally recommend that you bring your own.

Please refer to the property presentation for more information. If it does not contain any information, there is no baby cot or high chair available.

After receiving the travel documents, you can of course ask the owner/provider directly whether it is possible to provide a baby cot/high chair, if necessary for a fee.

Please refer to the property presentation to find out whether an Internet connection is available. If Internet or WLAN are advertised, their use is only intended for holiday purposes and is generally not suitable for business use. Data consumption may be limited. It is also possible that constant availability is not always guaranteed. A WiFi connection usually means coverage in most rooms of a holiday home. However, depending on the size, design and location of the holiday home, it may not be guaranteed throughout the house and garden.

Please refer to the price information to find out whether additional costs are incurred through use.

The facilities differ from holiday home to holiday home. The property presentation states whether a television is available. As a rule, it is also stated there whether the television has satellite reception or cable connection. Please note that English-language television programmes cannot necessarily be received via satellite or cable.

Whether the holiday home has heating or air conditioning is indicated in the respective property presentation. Please refer to the price information to find out whether additional costs are incurred as a result of using this. Please note that in some countries there are legal restrictions regarding the heating period. Unfortunately, we are unable to provide any information on the current local energy costs.

You will often find information on seasonal pool opening times in the property presentation. If you do not find any corresponding information there, you can use the following times as a guide: In the Mediterranean countries, the pools are usually open from the beginning of June to the middle/end of September, in Central Europe usually in July and August. Please note that the above dates for the start and end of the season may change due to weather conditions.

Click on "Show on map" under "Location" on the accommodation presentation. If necessary, zoom in to get a better idea of the location.

We usually show the location of the holiday home on the map view of the respective property presentation. IMPORTANT: In exceptional cases, the location of the holiday home is not marked, but only the location of the holiday resort. In these cases, we comply with the express wish of the respective provider for discretion. In any case, you will receive the exact holiday address at the latest with your travel documents, which will be sent to you in good time before your arrival.

To give you a spatial orientation, most property presentations contain distance information, for example the distance to the nearest beach. Please note that this is often the distance as the crow flies, which is often estimated. Please include the map displayed for each property in your travel planning.

Arrivals and departures are often only possible on certain days of the week, for example on Fridays or Saturdays. Click on the desired day of arrival and the corresponding rental or travel price will be calculated, provided it is a possible day of arrival and subject to availability.

To avoid vacancies, many owners specify a minimum rental period, for example 3 nights or even a week.

In the event of late arrival/earlier departure, the full rental price for the minimum rental period will be charged in all cases.

If you are planning to arrive later than booked (e.g. one day later), please inform the local contact in good time so that they do not have to wait for you in vain on the originally booked day of arrival and the keys can be handed over.

As a rule, you will receive the travel documents by e-mail after receipt of the final payment - either from us or directly from the provider. In any case, you will receive the travel documents in good time before your arrival.

For bookings made at short notice, you will usually receive the documents immediately after full payment has been received.

Your travel documents will tell you how the key handover or access to the holiday home is organised. However, we recommend that you contact the host/local contact person (according to your travel documents) a few days before arrival to arrange the handover of the keys.

Your host will do everything possible to make your stay as pleasant as possible. Nevertheless, unforeseen problems may occur in individual cases. In this case, please inform the local contact person named in the travel documents first. This person is responsible for all questions and problems arising on site and can help you best and fastest.

Arrivals should generally be between 3 and 7 pm. A later arrival must generally be requested from the provider. Please also note that your holiday home must be vacated by 10 a.m. at the latest on the day of departure. You will receive the exact times for arrival and departure with your travel documents.

Travel and security advice, entry requirements, health advice, visa requirements, etc. are available on the website of the Federal Foreign Office. If you cannot find the relevant information at the Federal Foreign Office, please contact your embassy.