FAQ - Frequently Asked Questions

General​

• Who is Interhome?

• Where can I find the general terms & conditions of a booking with Interhome?

Brochures / Catalogues

• How can I request a custom-made digital catalogue?

Searching

• How can I check if a holiday home is available?

• How can I find out the price of a holiday home?

• How can I see the location of a holiday home?

• How can I find pet friendly holiday homes?

• How can I search for objects that are suitable for wheelchairs?

Booking process

• How do I book a holiday home?

• Is my online booking secure with Interhome?

• What extra services do holiday homes offer?

• How far in advance can I book a holiday home?

• Can I also book long stays of more than four weeks?

• I would like to book a holiday home that is 'on request' only. What should I do?

• When will my booking be confirmed?

Payments

• What payment methods do you offer?

• Do I have to make a prepayment? When should the final payment be made?

Cancellation/Changes

• How do I cancel my booking?

• Refund of credit in the event of cancellation?

• What are the cancellation charges?

• Can I change my booking?

Pre check-in

• What is pre check-in for?

• Is pre check-in secure?

• Why do I need to supply my credit card details again?

Before your holiday

• When do I receive my travel documents?

• Does the holiday home have bed linen and towels?

• How can I contact the keyholder at the local service office?

• What should I take with me on an Interhome holiday?

• I'm taking my pet with me. What should I bear in mind?

During your holiday

• What are the arrival and departure times for a holiday home?

• Where do I collect the keys for my holiday home?

• Do I have to pay a breakage deposit?

• How do I pay the breakage deposit?

• What happens to my breakage deposit?

• Do I have to pay tourist tax?

• How can I lodge a complaint in-resort?

• Do I have to clean the apartment myself?

After your holiday

• How can I file a complaint after my holiday?

• How can I write a review/feedback?

Renting out your own holiday home

• How can I rent out my own holiday home with Interhome?

• What services are offered to homeowners?

General

Who is Interhome?​

Interhome was founded in 1965 in Switzerland and is proud to look back over many successful decades of experience in the holiday home rental business. Today, Interhome is Europe’s leading provider of quality holiday homes with approx. 40'000 houses and apartments in 28 countries worldwide.

Where do I find the general terms & conditions for a booking with Interhome?​

See here for the general conditions.

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Brochures / Catalogues

How can I request a tailor-made digital brochure?​

Search our website for holiday houses and apartments that meet your requirements and add up to 20 holiday homes to your "Favourites" list by clicking on "Save/Compare". Go to your "Favourites" at the top right of the page when you have finished choosing all the holiday homes for your personal digital brochure. Click on "Create your personal catalogue (PDF)" and fill in your personal details to receive a PDF via eMail.

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Searching

How can I check if a holiday home is available?​

When searching online with your desired travel dates only the available holiday houses and apartments are displayed in the search results. If you're searching without any dates, you can use the availability calendar on the object detail page to see when the holiday home is available and for how long. For 'on request' only holiday houses and apartments you can either send a request or contact us directly.

How can I find out the price of a holiday home?​

When searching online with your desired travel dates, you will find the correct price of the holiday home directly in the search results. You can also go to the property information page and select your travel dates on the availability calendar to see the cost overview with all details and available additional services.

How can I see the location of a holiday home?​

In the search results you can click the link 'Show on map' to see where the holiday home is located. There is also a 'Map' tab on the object detail page where a pin indicates the location of the holiday home. To get the directions you can use the route planner integrated on the tab "Map" on the object detail page.

How can I find pet friendly holiday homes?​

You can select a number of criteria under ‘Refine Search'. You will find holiday houses that allow pets by selecting the category "Pets allowed".

How can I search for objects that are suitable for wheelchairs?​

You can select a number of criteria under ‘Refine Search'. You will find holiday houses that are suitable for wheelchairs under the category "Features - Suitable for wheelchairs".

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Booking process

How do I book a holiday home?​

With Interhome you can book your holiday house or apartment easily in one of three ways: directly on our website, by phone or by eMail.

Is my online booking secure with Interhome?​

An online booking with Interhome is secure. The verification and validation of HHD AG is in accordance with the validation guidelines laid out by the CA/Browser Forum. SSL certificates protect data in transit between users and the websites they are connected to.

What extra services do your holiday homes offer?​

Each holiday home has its own additional services, for example cots, highchairs, buggies, etc. You will find all available services listed on the property information page once you have selected your travel dates on the availability calendar. Most of the additional services can be booked directly in the booking process at an extra cost.

Services in resort: Interhome has more than 200 service offices in the main European holiday destinations. Our local staff will be happy to help you and recommend additional services and excursions in resort.

How far in advance can I book a holiday home?​

You can book your holiday house or apartment at any time. If you book within 1 week of the arrival date, you can get a last minute discount on a selected range of holiday houses. Or maybe you would prefer to book months in advance? If you book at least 9 months prior to your chosen arrival date, you will receive an early booking discount on a selected range of holiday homes.

For bookings within 3 days of arrival please make your reservation by phone. Only credit card bookings are possible if you book within 3 days prior to arrival.

Can I also book long stays of more than four weeks?​

Yes, it is possible to book for longer than four weeks. Please contact us to discuss the possibilities.

I would like to book a holiday home that is 'on request' only. What should I do?​

Select your dates from the availability calendar on the property information page and click the ‘On Request’ button. Then fill out the request form with your details. This will then be sent to our Customer Experience Centre who will get back to you at the earliest opportunity to clarify all of your details and process your booking request. If you are unsure of any of these steps or require assistance you can call our service hotline.

When will my booking be confirmed?​

After booking you will receive a confirmation eMail containing your booking number. If you did not receive your confirmation eMail, please contact us.

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Payments

What payment methods do you offer?​

There are three ways to pay for your booking:

1. Credit card (VISA or Mastercard)
2. Invoice
3. PayPal

For bookings made shortly before the departure date, only credit card and PayPal are accepted as means of payment.

Do I have to make a prepayment? When should the final payment be made?​

A down payment of 20% of the total rental cost of the booked rental property is payable within 10 days of the reservation date. The remaining balance must be paid to Interhome no later than 43 days before the start of the rental period. If you book your holiday house or apartment less then 53 days prior to your arrival date, you will have to pay the total rental cost immediately.

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Cancellation/Changes

How do I cancel my booking?​

You can cancel your booking online. You will find the relevant link to make your payment, to manage and cancel your booking in the booking confirmation.

Refund of credit in the event of cancellation?​

Credit balances resulting from a cancellation will be refunded in the same way as the payment was made to us. If this is not possible, we will contact you by email after 5 working days and ask you to provide your bank details.

What are the cancellation charges?​

If you withdraw from the contract, we will invoice you the following cancellation charges:

A) up to 43 days before the start of the rental period: 10% of the rental
B) 42 to 29 days before the start of the rental period: 50% of the rental
C) 28 to 2 days before the start of the rental period: 80% of the rental
D) 1 day before the start of the rental period: 100% of the rental

Can I change my booking?​

You can change your booking online. You will find the relevant link to make your payment, to manage and cancel your booking in the booking confirmation.

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Pre check-in

What is pre check-in for?​

Interhome’s pre check-in is just like the online check-in for airlines – it makes life easier for our customers! Required data can be given before arrival and therefore the arrival procedure is quicker and more convenient. Additional services can also be booked securely.

Is pre check-in secure?​

Yes, pre check-in is absolutely secure.

1. It is only possible to access pre check-in if you have received a direct link.

2. Checking-in is done on a secure web page (https).

3. Credit card details are entered in a secure area of Computop (industry leader in the world of payment). We don’t keep any credit card details, only a secure alias.

4. Personal data is kept secure and is not used for marketing purposes.

Why do I need to supply my credit card details again?​

The payment of the reservation and the payment of the extra costs in resort are two separate transactions. It is just like paying for a hotel booking in advance and then paying the extra costs of the mini-bar on the spot by credit card.

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Before your holiday

When do I receive my travel documents?​

You will receive your travel documents approx. 28 days prior to arrival, once payment has been made for the booking. When you book a holiday home Last Minute you will receive your travel documents immediately after payment of the full amount.

Does the holiday home have bed linen and towels?​

There are usually blankets and pillows for all beds (except cots) available in the holiday house. In some cases, bed linen and towels are included in the price. Check this in the 'additional services' listed on the property information page of the holiday home.

How can I contact the keyholder at the local service office?​

You can find the contact details of the key holder on your travel documents, which you will receive 28 days prior to arrival.

What should I take with me on an Interhome holiday?​

You should consult the relevant authorities regarding passports, visas and health care documents, as well as documents that are required for the holiday home. You will receive a number of recommendations with your voucher that can be useful for your Interhome holiday.

I'm taking my pet with me. What should I bear in mind?​

It is a requirement to carry a passport for your dog or cat when travelling in Europe. The passport serves as proof of rabies vaccination. In addition, your pet should have identification such as a subcutaneous chip. Both the identification and the passport can be obtained from your vet. There are different requirements when you take your pet abroad e.g. blood tests. Consult your pet's vet well before departure.

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During your holiday

What are the arrival and departure times for a holiday home?​

The key holder is expecting you to collect the key between 4 p.m. and 7 p.m. on the day of arrival, unless otherwise mentioned in your travel documents. Please contact the key holder if you are arriving at a different time and have not made alternative arrangements.
You must vacate the property by 10 a.m. on the day of departure, unless otherwise mentioned in your travel documents.

Where do I collect the keys for my holiday home?​

The travel voucher contains the full information and contact details of the key holder from whom you can collect the key to your holiday home and who will be your local contact.

Do I have to pay a breakage deposit?​

The key holder is entitled to ask for a deposit. You will find the deposit amount in the cost overview on the property information page of the holiday house or the apartment as well as on your booking confirmation.

How do I pay the breakage deposit?​

The deposit can be paid by credit card or cash (as mentioned on your booking confirmation). It is necessary to pay the deposit otherwise you will not receive your key. Please note that at some locations the only option is cash payment.

What happens to my breakage deposit?​

The deposit is a security retainer and will be refunded upon proper return of the rental property. The deposit will either be refunded to your bank account or received directly from the keyholder if you paid in cash. For a refund of the deposit to your bank account, always leave your IBAN- and BIC-code with the keyholder.

Do I have to pay tourist tax?​

All taxes are shown in the cost overview on the property information page on the website. You can see how much the tax is and whether it is included in the rental.

How can I lodge a complaint in-resort?​

Should the condition of the property not be in accordance with the contract or if you suffer any injury, this must be reported immediately to the keyholder. If the latter is unable to rectify the fault within a reasonable time, it is imperative that you inform the Interhome service hotline by telephone. If notification is not given immediately on commencement of the rental period it will be assumed that the property is free of any defects. The same rules apply if any fault occurs during the rental period.

Do I have to clean the apartment myself?​

Basic cleaning is done by you as the customer in each case, independent of the final cleaning by the house owner. Basic cleaning includes the cleaning of the kitchen or similar, washing up and clearing away the crockery, disposal of remaining food and all waste, stripping the beds and sweeping or vacuuming all the rooms. Final cleaning additionally includes thorough cleaning of the kitchen/cook ing area, bathroom/shower/WC and wiping the floors, amongst others. In some objects, you have the alternative of cleaning the holiday flat/home your self or leaving the cleaning up to the house owner/key-holder at a suitable charge. You will find information about this in the description of the object in question.

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After your holiday

How can I file a complaint after my holiday?​

If your complaint can not be solved in the resort, you must present your complaint within 4 weeks of the end of the contractual rental period. The following contact options are available for contacting Customer Care. Please make sure you enter your name, invoice number and travel dates to your complaint.
Find all the contact details here.

The arrival time of the complaint is determined by the stamped date of postage on your complaint letter. Also refer to our Booking Conditions. 

How can I write a review/feedback?​

After your return you will receive an eMail with a link to a review/feedback form. All customer reviews will be verified and released by Interhome.

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Renting out your own holiday home

How can I rent out my own holiday home with Interhome?​

Would you like to start successfully renting out your holiday home or holiday apartment with Interhome and the two brands Interchalet (in Germany) and Interhome (in Europe)? Let us advise you free of charge and without obligation. We would be happy to show you your individual rental potential and together work out the right approach for you.

You can find more information here.

What services are offered to homeowners?

Our services for homeowners are tailored to your needs. Make the most of more than 55 years Interhome experience of professional renting of holiday homes and apartments. Depending on the destination, our services range from taking over the marketing and the entire booking process, including customer communication, key holding and quality control, to an all-round stress-free package including cleaning, linen change, garden and pool checks, as well as other services related to your holiday property.

You can find more information here.

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