QUESTIONS ANSWERED

Any question you have, do not hesitate to email us or call Christina on +39 340 463 7731. We are always available to answer whatever questions you may have. It is our goal to make sure your holiday goes smoothly and is stress-free.

These are some of the questions we are most often asked:

How do I confirm a booking?

You can book directly from our website or from any of the variety of portals we have partnered with. If you want to book directly in person, and know the villa and dates, just send us your group numbers, your home address and mobile phone number, and (if the villa is available) Christina will personally confirm the booking by email. Upon confirmation, we will send a confirmation email with all the details of your booking and payment instructions, as well as the contract.

Is there a contract?

Yes. When you confirm a booking, you will be sent our contract and you will need to sign it and return it to us. You can sign it online digitally (we use Adobe Docusign, and will send you the invitation to sign automatically) or you can scan or photograph the signed pages and send by email or regular mail. To see all the terms and conditions in advance, just download the standard contract template here: www.holiday-garda.com/files/HGrentalcontract.pdf

When do I need to pay?

The standard payment schedule is 40% upon confirmation and the balance on arrival. If you have special needs as regards the payment schedule, and wish to pay in more installments, or prefer to pay in advance rather than in cash on arrival, we can set up a custom payment schedule on request.

What are the accepted payment methods?

We accept bank transfer, credit card, paypal, and cash. Payments to the owners directly can only be accepted by bank transfer or cash. Payments to Holiday Garda can be accepted by bank transfer, credit card, or paypal.  

Is VAT included?

The part of the rent due to the owner is VAT exempt, but only when paid directly to the owner. The part of the rent paid directly to Holiday Garda includes the 10% VAT. The standard payment method is a bank transfer to the owner directly (VAT exempt), and another payment directly to Holiday Garda (VAT included).  

If you prefer to pay the entire amount only to Holiday Garda (by credit card or other), this can be arranged, but the 10% VAT on the part due to the owner must be added to the total price.

How do I know the villas are real and as described?

We work only in the southwest zone of lake Garda, only with villas that we can follow directly. We will never manage or promote a villa that we do not personally know intimately. All of our villas are serviced by our cleaning teams, our concierge teams, and our maintenance teams. And before they make it into our portfolio, we inspect every aspect including furnishings, appliances, electrics and water systems, quality of mattresses and linens, actual proximity to local services, etc.

That said, however, we understand that you are far away and we understand that you need to be careful. We have proof of ownership documents for every villa we manage, which we can send to you on request. Also, our standard payment method allows you to pay for the bulk of your holiday on arrival - you pay only once you have seen the villa and know that it is real and as described.

Can I cancel a booking?

Yes. You can cancel a booking any time up to 60 days before your stay without any penalty. If you cancel within 60 days of your stay, the pre-payments will not be refunded. If you cancel within 30 days of your stay, all of the cost of the rental is due.

How is my damage deposit protected?

The damage deposit is paid by pre-authorisation on your credit card (the card is authorised for the amount, but not actually charged unless there are damages). If nothing is broken, no money is charged. If something is broken during your stay, we will provide you with the precise cost of replacement or repair, and you will be charged only for the actual amount of the damage. You may also pay the deposit in cash, and it will be refunded by bank transfer (minus the bank fees) 48 hours after your departure.

Where do I pick up the keys?

Every villa has a Masterlock Keysafe outside the main gate. You will be sent the combination prior to arrival, together with the detailed driving instructions and GPS coordinates, so when you arrive at the villa you can collect the keys from the keysafe and let yourselves in. As soon as you have settled in, your Holiday Angel will come by for the checkin and a local orientation.

Do I have to do anything before arrival?

2 weeks before your arrival you will be sent a detailed arrival instructions email. This includes instructions for everything you need to do, including the registration (European law requires that every guest is registered with the local authorities), the damage deposit, the balance payments and payment history, key pick up and checkin, and detailed driving directions including photographs and GPS coordinates.

Can I get my damage deposit back at the checkout?

No. We cancel the credit card preauthorisation (or refund a cash deposit by bank transfer) 48 hours after your departure.

Can I have an early or late checkin?

Standard checkin time is 3pm to 9pm. You can arrive later without a checkin, just get the keys from the keysafe outside the gate and let yourselves in, and your holiday angel will come by the next day to do the official checkin. Checkin earlier than 3pm is usually impossible, as we always need at least 5 hours to properly clean and prepare the villa. But if you have a specific need for an early checkin, let us know. If there are no guests leaving the same day, or if the previous guests leave particularly early, we can sometimes accomodate an early checkin. It is rare, but if we can manage it we will!

Can I have an early or late checkout?

Standard checkout time is 10am. It is a self checkout, so you can leave as early as you please with no problems. We can accomodate a late checkout only on the rare occasion that the next guest has told us they will be arriving late.

Do you have baby equipment? Does it cost extra?

Yes, we provide baby cots and high chairs. There is no charge for the equipment itself, but there is a delivery charge of €20 per cot/high chair set to get them to your villa. Cots are delivered with sheets, but do not have blankets or pillows. You need to book your baby equipment in advance, so we know to have it in the villa and prepared for your stay.

Can you help me find a buoy or marina slip for my boat?

Yes. Let us know the size of your boat, and we will organise a buoy for you if there is one available. Please note that buoys must be booked well in advance as spaces are limited, and they fill up quickly!

Can you get me a fishing license?

Yes. With the new streamlined fishing license process, we can get you a fishing license within 24 hours of your request.