1. Arrival and departure
Your rental agreement will give you information concerning time of arrival and when the house must be vacated on the day of departure. The times of arrival and departure stated on your rental agreement shall be in force at any time. If not stated otherwise, the departure time from the holiday home is always between 8 A.M. and 10 A.M. You will receive the key to the holiday home on presentation of the original rental agreement.
The home owner would like to know the time of your arrival although this is within the period stated. If you are delayed, please inform the home owner or his representative. Please use the slip from your rental documents. Please note that even if you should arrive earlier than stated at the holiday home, the key is handed out to you on the initially stated arrival time. Arrival at a later time than stated is only possible on prior inquiry and with acceptance from the home owner. It is possible to come to an agreement regarding late arrival in return of a fee being paid to the home owner. As NOVASOL solely acts as an agent, the home owner is as a main rule in charge of handing out the key to the house. We ask for your understanding that language skills may be limited.
2. Size and interior of the holiday home
The square metres stated in the holiday home description are the outside measurements of the holiday home. The inside measurements might be up to 15% smaller. Most holiday homes are individual, privately owned holiday homes. The homes are decorated according to the owner’s taste. Please note that often there is plenty of room in the living room but the bedrooms may be of a smaller size. Even new houses do not always have a closet for each guest.
The kitchenware is individual as well but as a minimum, there will be tableware and equipment corresponding to the number of persons allowed in the holiday home. Pillows and duvets are available for the permitted number of people. Towels, tea towels, cleaning products, tablecloths, toilet paper, etc. are available. For holiday destinations in destinations including Hurghada, Sharm El Sheikh, Marsa Alam, North Coast, Alexandria & Cairo, bed linen and towels are included in the rental price (note the icon in the description).
Stairs / ladders to upper floors can be steep and sometimes without railing. In some holiday homes, the ceiling height may be lower than normal. If “garden furniture” is stated in the holiday home description, this usually includes one table and four garden chairs. Sun loungers, cushions and sunshades are usually not included as basic inventory in a holiday home. Quality garden furniture is guaranteed in some holiday homes. Please look for the symbol in the holiday home description.
When a renovation year is stated in the house description, this does not necessarily mean that the whole house has been renovated. The term might mean that single rooms such as the bathroom or kitchen have been renovated.
Single beds about 1 meter - 1.20 meters wide and up to 1.90 long. Double beds are usually 1.40 metres to 2 metres wide. Mattresses have a spring centre or they can be made from foam rubber. There may also be no mattress protector – so please pull your sheets over the mattress. An infant travel bed for children 0-3 can be ordered in advance or feel free to bring it yourself if one is not present in the house (see the holiday home description). Please bring your own bed linen for the infant travel bed. Some houses have very limited wardrobe space and a wardrobe for each person cannot be expected.
The bathrooms in holiday homes are often small. Showers are often equipped with a hand shower and a floor drain, or a shower fitting in the bathtub. Hot water supply is usually from a boiler (approx. 60 litres) which is enough for one shower. In separate guest toilets, there is often no sink.
Clogged drains are often due to nappies, cotton balls, tampons and the like being flushed in the toilet. Please avoid doing this.
6. Houses with swimming pool
If you book the holiday home at least 3 days before arrival, the indoor swimming pool is heated up to approx. 24-25°C. Use of soap, shampoo and the like is not permitted in the swimming pool or whirlpool.
Please also note that water is not always available year-round in outdoor pools and the water temperature depends on weather conditions. Although certain holiday properties have an outdoor pool, they are most likely not heated, but instead warmed by the air temperature. It is especially unlikely to have pool heating during the winter months, or water may be drained entirely, meaning the pool is out of bounds.
Saving tips for indoor pools
• Keep windows and doors closed to the pool room
• When not using the pool, please use the appropriate cover
• Please do not switch off the dehumidifier as this would cause too much humidity in the pool room
• Keep the floor heating at a constant temperature
• If you are not using a room, keep the doors closed and locked and turn the heater to about 5 ° C on your hot tub
Whirlpool: If the holiday home has a whirlpool where the water is not to be let out, we fill it up with water before your arrival. If you know before arrival that you do not wish to use the whirlpool, please let the local NOVASOL office know before your arrival and you will save electricity costs.
7. TV, satellite dish and Internet
Holiday homes with TV will often only have access to free channels. Some holiday homes, at the owners own discretion may also have TV with additional subscription channels. Do bear in mind as most homes receive the signal via an aerial, the quality can vary depending on the location. Depending on the area, the quality varies.
If there is a satellite dish in the holiday home, the satellite dish often receives a number of foreign free channels. Please do not make any adjustments yourself. Internet connection/broadband can be e.g. cable, Wimax (wireless technology), Fiber, 3G (wireless mobile broadband), xDSL (e.g. ADSL). The various products have their own advantages and limitations. The home owner puts the internet access at your disposal and NOVASOL cannot be held responsible for lack of speed, breakdown or instability.
Many of our NOVASOL holiday homes offer internet access. Internet is an extra service, that the home owner puts at your disposal and because of the challenges due to insufficient connection in the holiday home areas and varying data volume and speed, NOVASOL cannot be held responsible for poor signal, problems with antennas and cables and other force majeure. We would like to inform you that the internet may only be used by tenants of 18 years or older with consideration of applicable laws. NOVASOL is obliged to inform investigating authorities in case of any legal offence. Do you plan to use the internet connection installed for a specific purpose, i.e. work, watching films or the like please contact NOVASOL before your booking and we will let you know whether your request can be met.
8. The grounds
The holiday home grounds can be nature plots and the square metres stated might not all be usable. Please note that the ground belonging to new holiday homes might not have had time for grass, bushes etc. to grow up and the driveway might still need the final gravel. Unless stated in the description that the property is fenced, this does not mean that the fence is closed and pets can walk freely and without leash on the property.
The driveway to a property may also not be paved, so it may not be used with sports cars and other lowered vehicles. In some areas, road conditions leading to your holiday home may not be to local standards, so please keep this in mind if you are renting a car.
All distance indications are estimated measures in linear distance from the property to the closest shore/coast river or lake and should only be considered as means of orientation. Not necessarily the nearest beach or swimming facility.
The distance stated for grocery shopping states the distance to the nearest grocery store, mini market or supermarket. Please note that some stores are only open during the peak season and that the distance to the nearest stores might be considerably longer in the middle season and off-season. Please note that especially during the month of fasting "Ramadan" the shops can be closed during the day. NOVASOL cannot be held accountable for stores or restaurants closing down.
According to the holiday home owner’s wishes, completion of the rental agreement shall in certain cases depend on a payment on account for the consumption costs and in certain cases also a deposit. The consumption costs and the deposit shall be charged on payment of the rent or in cash when the tenant picks up the key. The payment on account of the consumption costs serves to secure the costs for energy consumption, telephone and the like. The deposit serves as security of the holiday home owner’s interests in case of any damage to the rented premises or the lack of or an insufficient final cleaning. If a deposit is charged, the size of the deposit depends on i.e. the size of the holiday home, its amenities and equipment, the duration of the rental period and the purpose for which the holiday home is being rented. If the tenant has entered into an agreement on the rental of additional equipment, e.g. a boat engine, directly with the holiday home owner and beyond the agreement which has been entered into with NOVASOL as the agent, the tenant may be charged an additional deposit.
The size of the payment on account for the consumption costs and the deposit is stated on the rental agreement, in the brochure and/or on the Internet.
Settlement of the payment on account for the consumption costs and the deposit shall occur no later than three weeks after the tenant’s departure from the holiday home. Any damage and lack of a final cleaning plus a management fee will be deducted before repayment of the deposit. If the value of the above set-off exceeds the amount of the deposit or if the consumption costs are higher than the amounts invoiced on account, the tenant will be invoiced the exceeding amount.
In case of a youth group, see the rental conditions section 2(2), or in case of a rental period of the holiday home for more than 14 days or in case the holiday home is being rented for a different purpose than a holiday, NOVASOL, the owner of the holiday home or its representative shall be entitled to charge an increased deposit equaling £ 400 per person for the number of persons that the holiday home may be rented to, and payment may be charged for one or more final cleaning, depending on the duration of the rental period.
11. Variable consumption costs
Costs for heating which are not included in the rental amount are settled directly with the home owner or his or her representative before departure. Use of heating (season of the year, time of the day, max temperature) is regulated by the legislation in force from time to time. In general it is to be expected that heating is available from November to April and that the holiday homes cannot be heated during the remaining months of the year. Heating costs which are indicated as inclusive in the holiday home description are also limited to the above period. The tenant shall pay for energy consumption during the whole of tenancy, even if the tenant has not used the holiday home during the whole tenancy.
It is an implicitness that holiday homes have to be left cleaned for the next tenants. The holiday home has to be left until 10 o´clock on the day of departure. If the holiday home should not be left cleaned, there will be an additional charge for the extra cleaning or a recalculation of the extra costs with the deposit.
Please consider that cleansing material is a part of the equipment of the holiday home.
In case the cleaning, bedsheet and towels are mandatory and these three products are not included in the rental price, the price will be shown followed by a star (*). Even though cleaning has been ordered or cleaning is mandatory in the holiday home, you have to leave the holiday home tidy, which means that furniture has to be positioned, the kitchen has to be cleaned, the dishwasher must be emptied and the fridge must be cleaned in addition to the trash that needs to be removed from the holiday home.
The owner of the holiday home or his representative can, if the tenants are characterized as a youth group, demand the cleaning to be mandatory or, in case where the rental period exceeds 21 days, demand cleaning to be mandatory after 14 days and on a weekly basis afterwards.
Some holiday home owners do not want guests to bring pets into the holiday home. This will be indicated by a symbol in the holiday home description. NOVASOL cannot guarantee that there has never been a pet in the holiday home. We firmly request that you respect this rule. If Novasol should find out that the rule is being broken, the guests will be asked to remove the pet immediately.
Pets are allowed in holiday homes when indicated by a dog symbol. If you wish to bring your pets, please inform us of this when booking the holiday home. Please bring all necessary vaccination documentation (ask your veterinarian).
Please note that you initially only are allowed to bring 1 pet with you to the holiday home unless anything else is stated in the description. Should you want to bring additional pets, this can only happen by us asking the holiday home owner for his/her explicit consent.
14. Smoke-free holiday homes
Smoking is not permitted in the holiday home unless otherwise specifically stated. This does not however mean that there has never been any smoking in the holiday home.
15. Brochure information
The information for both, the brochure and website replaces all of our prior information and shall serve as the basis for your reservations.
Please note that there might be other sources to allergies in holiday homes even if pets are not allowed. One example is house mites. In some of our holiday homes located in more rural areas, insects can be found. The same applies to ants, bedbugs and geckos. Cobwebs can form in a very short time, even if the house has been thoroughly cleaned recently. NOVASOL cannot be held responsible for this. Instances with mice being present cannot be prevented. Please inform the holiday home owner or his or her representative or the local Novasol office in case of large insect incidents in order for us to remedy the problem.
Allergies in general: NOVASOL takes no responsibility for the tenant’s allergic reactions in any holiday home.
17. Construction Noise / Military Manoeuvres
NOVASOL cannot control construction activities in the area. There might be noise from construction activities near the holiday home. Please always bear in mind that modern society must go on, also in holiday areas. Furthermore, you might experience noise from airfields and military fields.
18. Problems / Complaints
If you, contrary to our expectations, discover defects in the holiday home or the inventory on arrival, please inform our local representatives of this within 72 hours after the defect has been discovered. This complaint should not be made through email but must always be made by telephone or personal appearance at the local NOVASOL office. Complaints concerning cleaning shall be reported immediately. If your complaint does not lead to a satisfactory solution within a reasonable time-limit, please inform our please call us on (+20 (0) 111 664 99 62) or on our hotline telephone number: (+45) 97 97 57 57 and we will seek to resolve the situation as soon as possible. A reduction in the rental price can only be claimed if the above instructions were kept and it was not possible to resolve the problem.
If the resolving the issue requires an unreasonably large effort, this may involve offering a replacement house. This decision shall be made at NOVASOL’s discretion.
It is the tenant’s responsibility to get the name of the NOVASOL employee handling his or her case. The tenant shall contribute to the avoidance of worsening any damage, defects or consequential damage and shall also contribute to keeping any financial loss as small as possible for the holiday home owner and for NOVASOL.
In case of a complaint, the tenant shall grant NOVASOL a reasonable time-limit for resolving the issue or for the making good of the damage. Early departure without prior agreement with NOVASOL is at the tenant’s own expense and risk. The tenant risks that the rental agreement will not be terminated and he or she risks losing the right to compensation as the tenant makes resolving the issue or the making good of the damage or a relocation impossible through his or her departure.
If, in your opinion, a complaint does not lead to a satisfactory solution during your stay, please send NOVASOL a written complaint so that we can attend to the matter. Please send the complaint no later than 14 days after your rental period to NOVASOL AS, Virumgårdsvej 27, DK-2830 Virum, Denmark or send an email to kundeservice@NOVASOL.dk. NOVASOL does not recognize complaints on the grounds that other tenants received a better holiday home than is described in the brochure. Any compensation will only include direct, financial damage. NOVASOL or the holiday home owner cannot be made responsible for indirect, financial damage (consequential damage) or any damage of a non-financial character (non-pecuniary loss).
Tips and Information
Read more about each country on our page www.NOVASOL.co.uk
Passport or identity card must be in some cases shown to the homeowner or service office for registration.
Electricity and Water Supply
Problems with the electricity and water supply might occur during very hot summers or in periods with little rain. NOVASOL has no influence on these situations. In such cases, please contact the holiday home owner or his or her representative to get help. Often the water heating is done by a container that is heated by the sun's rays. Please note that faucet water is generally not drinkable.
Always remember to bring your vehicle registration documents for your car and a valid driver’s license. Please bring a copy of the identity document or passport of all incoming clients.
In Egypt there is no legally required fishing license. If the owner provides a boat, this can be used all year round. The boat is driven by a captain for safety and legal reasons. Boat license and other documents are subject to the captain. If the hirer agrees directly with the owner of the holiday home, in addition to the agreement concluded with NOVASOL as intermediary, an agreement on the leasing of extra equipment e.g. a boat engine, a special deposit may be required.
Please note that the mandatory life jackets are not included in the equipment. The use of the boat is at your own risk and is provided exclusively by the owner of the holiday home, without responsibility of NOVASOL.
For more information, please contact your local service office.
Central heating means that the building has its own heat production such as a boiler with solid fuel such as coal or wood.
Playing equipment can mean a swing, sandbox, seesaw, slide or a combination of these. Use of these is at your own risk.
Barbecue/Grills are available in many holiday homes. In some cases, the barbecue/grill can only be used after being cleaned, for example if it has not been used for a long time. This does not exempt you from cleaning the barbecue/grill before your departure.
Please do not pour water on the sauna oven as this can lead to serious damage or power outage.
GPS Coordinates are provided at your own disposal. The GPS coordinates provided in the travel directions may not always lead you to the holiday home and we do not take any responsibility for errors and omissions in the GPS coordinates provided. The coordinates are to the best possible location, which can be the nearest road, intersection or the like. If the key is not handed out directly at the holiday home, the GPS coordinates provided are directed towards the key holder’s address. We therefore kindly ask to check beforehand, whether the provided GPS coordinates match the address of the holiday home.
Under Egyptian law, Egyptian nationals are not permitted to stay in your holiday home unless they are related to a guest by marriage (with certificate) or you possess a Kinship Certificate which shows your relationship. Please bear in mind that without this documentation, key handover can be refused and you will not be entitled to a refund – so make sure to check before you travel. It is against Egyptian law for tourists to spend the night outside of their chosen accommodation without prior registration with the tourist police. So, if you would like to spend a night with friends etc. then you must register with the tourist police first. Failure to comply with these conditions can lead to hefty penalties.