Any question you have, do not hesitate to email us or call Novella on +39 331 3830506. 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. 

Is there a contract?

Yes. When you confirm a booking, you will be sent a confirmation voucher email with all the booking details, as well as the terms and conditions and the privacy statement.  You will need to sign it and return it to us online digitally with  Adobe Docusign, and will send you the invitation to sign automatically. (if you have booked with Airbnb, or TripAdvisor, we will not have your actual email address, so we need you to send us that before we can send you the digital signature invitation). Alternatively, you can print, sign, and send the document by regular mail to Holiday Garda Srl, via Enrico Fermi 5/A, 25087 Salò, Italy. You can see the terms and conditions in advance here:

When do I need to pay?

The standard payment schedule is 30% upon confirmation, between 35 and 55% directly to the owner 50 days prior to arrival, and the balance in cash on arrival. If you have special needs as regards the payment schedule, or prefer to pay in advance rather than in cash on arrival, we can set up a custom payment schedule on request.  There may be a different payment schedule or method if you have booked via a portal or agency with a different standard.

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.  

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.

What is the Damage Waiver Fee?

The damage waiver fee covers you up to 10.000 euros for any accidental or negligent damage occuring to the villa during stay.  This small fee goes to cover a comprehensive insurance policy for Holiday Garda guests that eliminates the need for a damage deposit, and frees you from the stress and anxiety caused by the damage deposit situation, allowing you to freely enjoy the villa, respectful, relaxed and free from worries about little accidents.

Do I have to pay a damage deposit?

No. We have replaced the standard damage deposit procedure with a damage waiver fee.  For a small fee, you and your party are covered for the cost of all accidental or negligent damages to the villa up to 10.000 euros.  This services allows you a less stressful stay in the villa, relieves all the anxiety from those situations where there are damages, and removes the need to block up a big chunk of your holiday budget in a refundable deposit.

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.

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 a big portion of your holiday on arrival - you pay the final balance only once you have seen the villa and know that it is real and as described.

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?

3 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 balance payments and payment history, key pick up and checkin, and detailed driving directions including photographs and GPS coordinates.

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.