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| Frequently asked questions |
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Credit card payment. Is it safe?
Buying a holiday through the internet undoubtedly requires the trust of the customer.
For this reason, one of our top priorities is the protection and the security of all the information we receive.
To guarantee the security of each and every transaction between the users and the system, we use a technology based on the SSL (Secure Socket Layer) standard, which allows the full protection of credit card and personal information.
All credit card information is encrypted and transmitted directly to the on-line payment services of the Sella Bank, which verifies and confirms the transaction to the customer and makes the correct payment to iHoliday.
Will the apartment be exactly the same as what I choose and book though the internet?
Yes. However, if the description of the apartment were to change, customers will be informed about this at the time of booking and confirmation. In the case of changes related to essential parts of the contract, occurred after booking and confirmation, we offer guaranteed total reimbursement, without extra cost, within 5 days.
Only in the case of unforeseen circumstances, iHoliday can replace the booked apartment with an equal alternative in terms of value.
And if I change my mind or I'm forced to cancel?
Should you need to cancel the reservation some penalties are applied, according with our cancellation policy. See also "General conditions".
In any case it is always possible to have a direct contact with iHoliday by phone or e-mail to verify the possibility of an alternative solution.
I have to cancel my holiday but I have someone taking my place.
The reservations are transferable. We recommend a quick notification to iHoliday to prevent any misunderstandings.
How does the reimbursement system work?
Reimbursements are wired to the preferred customer bank address or other agreed system.
How can I find the house I've booked?
The reservation document, sent to the customer as a booking confirmation, contains all the necessary information to easily reach the booked apartment, including the telephone number of the key holder, who is also pleased to give more detailed information and travel tips.
What happens if I arrive too late?
Guests are requested to contact the key holder if unable to comply with the arrival schedule in order to arrange a new appointment. The address and phone number of the key holder are indicated in the confirmation document.
Who is responsible for cleaning the apartment?
Daily cleaning is the responsibility of the guest as is the general cleaning of the apartment prior to departure unless a cleaner has been requested and paid for separately (on the spot or at the time of the reservation).
Each apartment checked by the key holder before the arrival of the new guests.
What if a friend asks to join us at the last minute?
We remind guests that the key holder may refuse entry to the apartment to an excessive number of people who are not mentioned in the contract. It is however always recommended to check with iHoliday about the availability of extra beds. The confirmation of extra beds is always negotiated with the key holder who may also require you to pay a supplement.
We are a group with more than one apartment and we want to stay near to each other.
Some houses have more than one apartment and are easy to find and book though the internet. In case of doubts or problems, please feel free tom contact iHoliday to find the best solution according with the actual availability.
And if I loose the reservation document?
Simply call or e-mail iHoliday to cancel the lost document and ask for a new one.
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