At NOVASOL, we do everything we can to help our guests across all of Europe with the consequences of the global COVID-19 pandemic.
We hope that you will be able to attend your current booking. However, as we understand the uncertainty of the current situation, we want to make sure you are aware of your options in relation to your stay.
You have the option to change your booking up until 40 days before scheduled arrival for only a 65 GBP fee. You may re-book your vacation to the same holiday home in a different period, re-book to another holiday home or, if you wish, even to another holiday home in the many destinations offered by Novasol.
If you wish to use this option, please contact us as soon as possible. Before getting in touch with us, we encourage you to consider which alternative arrival date and/or holiday home you would like to re-book. This will allow us to help you and other guests even more efficiently. You can see all available holiday homes on www.novasol.co.uk
Would you like to cancel your booking, such can be done against a fee, which increases the closer the cancellation is to the scheduled arrival date.
For more information on these options, please see the rental terms applicable for your booking. These can be found at www.novasol.co.uk/faq/general-terms-and-terms-of-rental
Kindly note that in these extraordinary times, we are experiencing longer wait when guests are contacting our call centers via phone or email. Rest assured we are doing our utmost to handle contacts as quickly as possible.
Our call center can be contacted either by phone +45 3914 3555 or email firstname.lastname@example.org.
We wish a fantastic holiday.
Frequently asked questions
Below you can find answers to some of the most frequently asked questions about this situation. We hope that this can be of help in answering you questions.
- COVID-19 - If you made a booking
- You have booked a holiday home, but the border of that country is closed. What now?
You always have the option to change your booking up until 40 days prior to scheduled arrival against a fee of 65 GBP. For more information please see the information on this page as well as the Rental Terms, at: www.novasol.co.uk/faq/general-terms-and-terms-of-rental
- Can I change my booking to another holiday home?
Yes, you can re-book your vacation to the same holiday home in a different period, to another holiday home or, if you wish, even to another destination.
You find all our holiday homes and destinations at www.novasol.co.uk
- What happens if my changed booking is either cheaper or more expensive than my original booking?
If you choose to rebook for a period or a holiday home which is more expensive than the original booking, we will charge you the difference, plus the rebooking fee. If the changed booking is cheaper than the original booking, we will refund you the difference less the rebooking fee.
- What happens in case of a rebooking with my payment which I already made in full?
The payment will be transferred to the new booking. This can take a few days.
If the changed booking is cheaper than the original booking we will use the amount paid for the original booking to cover the price of the changed booking and the rebooking fee. Any excess amount will be refunded. This may take at least 3-4 weeks.
If the changed booking is more expensive than the original booking, we will charge you the difference plus the rebooking fee. Please note that this might cause a supplementary payment to your first installment. This will be visualized and payable on Mybooking
- When is the 2nd installment due for a rebooking?
The 2nd installment is due 6 weeks before arrival.
- I don't want to change my booking, but cancel my stay. Can I get a refund?
All cancellations are processed against a fee in accordance with clause 6 in the Rental Terms. The fees increase the closer the cancellation is to the scheduled arrival date. No full refunds are offered. For more details, please see the Rental Terms applicable to your booking at: novasol.co.uk/faq/general-terms-and-terms-of-rental
- When can I expect my refund if I cancel?
To the extent that you are entitled to a refund of some of the money you have paid, we will be in touch with a confirmation of the amount to be refunded.
Please note that we are currently processing a very high level of customer inquiries, and therefore we regret to inform you that it may take at least 3-4 weeks before the refund is processed, if it is due.
We apologize for this inconvenience.
- Do you offer a voucher?
No, we do not issue vouchers.
- Can you tell me when travel bans and border closures are lifted?
We have the same information that is available to the public. Accordingly, we encourage you to visit the website of the relevant authorities in your home country as well as of the country of your destination to see the latest updates.
- General terms and terms of rental
For a copy of the Rental Terms as applicable to your booking, please see: novasol.co.uk/faq/general-terms-and-terms-of-rental
- I can't find an answer here. How do I contact you?
To get detailed information about the options available to you in this situation, please contact our customer service center at email@example.com or on +4539143555, and our customer service will do their best to help you.
Please note that due to the exceptionally high volume of calls, longer waiting periods may occur.
We are working as fast as we can, and thank you for your patience.
For all other questions in regards to your booking, please refer to our general terms and condition on: novasol.co.uk/faq/general-terms-and-terms-of-rental