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Help / FAQ

We offer you our holiday party at atraveo.de. If the booking is atraveo.de your sole contact and business partners. Have questions? The following FAQ from atraveo.de Find answers, or ask directly to the customer.

 

Search and availability


Prices and additional charges


Furnishing of holiday houses


Booking and payment options


Arrival / departure and travel documents




Search and availability


Who is atraveo?

Like no other company has atraveo specialised in the procurement of holiday homes. atraveo provides a large selection of more than 160,000 holiday apartments and houses on the internet. The product of our passsion has many names: Holiday apartments and houses, fincas, chalets, ski huts and even house boats as "swimming holiday homes" are part of the assortment. The offers are made available by renowned tour operators, regional specialists, holiday park operators and selected private owners. As a TUI company with headquarters in Düsseldorf we operate in Germany, Austria and Switzerland under www.atraveo.de, www.atraveo.at und www.atraveo.ch as well as further European markets.
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How can I find a holiday home with atraveo?

atraveo offers you different search options. You can take a look through the entire offer and set a pre-selection for your search: You have the option to search for reduced accommodation, ski huts as well as holiday apartments and houses with customer reviews. The different search options are configured in the same way which may them easy to use. Via the respective search form you can then make a respective desired selection (destination, travelling dates, length of stay and number of fellow passengers). You will then receive a displayed list with available holiday apartments and houses within the requested timeframe. If you already know what you would like to have in the property there is the option of adding „further features“ to the set criteria. The more criteria you select the better will the results suit your needs. If you wish to proceed even faster, use the quick search option. In this feature you only need to put in the desired destination or the property number in case it is known.
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Are the properties available for the required period of time?

Only holiday homes are presented as search results which offer vacancy for the desired period according to our database. The vacancies are regularly updated by our product partners but on some limited occasions there may be some minor discrepancies. Whilst booking the vacancy will be checked again for verification. If any discrepancy arises you will be immediately informed and alternative offers will be made matching your enquiry.
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Prices and additional charges


Which additional charges must be paid on arrival?

In the object description you will be able to find information which additional charges are due on arrival, which services must be booked in advance and what is included in the rental price. Such charges and fees must be paid in the respective local currency.
Bed linen/Towels: It is stated under additional charges if bed linen and towels are included in the rental price or must be booked separately. If there are no details on this then it will be necessary to bring bed linen and towels with you.
Final cleaning: As far as there is no information in regards to the final cleaning then it has by yourself. In cases where the final cleaning is included in the rental price or can be booked for an additional fee the property must merely be left broom clean.
Pets: Please check under additional charges if there will be further costs ifo ne takes a pet. Further information on taking pets you can find under „Can one take a pet?“
Heating/air conditioning: In the object description there are details on heating and air conditioning. Under additional charges you can find the costs which will be due for any air conditioning or heating used. Please note that in some countries there can be statutory limitations for heating periods.
Visitor’s Tax: In the object description under additional charges you are able to find details on whether a visitor’s tax is payable as well as the amount due. Please note that this information is non-binding as municipalities may change the tax at any given time.
Deposit: You can find information on the amount of the deposit in the respective object description. In most cases the deposit will be due on arrival in local currency. In some circumstances it will be possible to provide the deposit with your credit card. More details are to be found in the object description (as well as in the travel documents). Should the owner transfer the deposit back to your account please provide them with the necessary bank details. For a vacation abroad the IBAN and BIC codes must also be disclosed.
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What does Best Price Guarantee mean?

Regardless which holiday home you choose for your vacation on atraveo you can find the best prices. Please look out for the best price guarantee in the respective object description. Should you find the booked holiday domicile on atraveo cheaper within 7 days somewhere else (other travel agent, tour operator or catalogue) at the same terms then we shall refund the difference. In order to claim your refund it will be necessary that you provide the offer as well as proof of the availability of the object at the time of your request and send it to info@atraveo.com. After verification we will transfer the sum to your account.

Please note following conditions:

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Furnishing of holiday houses


Can one take a pet?

The object description will provide information if one is permitted to take pets. Generally such accommodations will allow you to bring a pet with you. We can enquire with your booking request if further pets are allowed. As far as addition costs will be incurred for pets then these will be listed in the overview for the additional charges.
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Does the booked holiday property have a TV?

The object description will provide information on whether there is a TV. Here it will also be stated if there is SAT TV.
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Is there a baby bed available?

Please check the object description for this information. Should nothing be stated then usually this will mean there is no baby bed. We can though ask the product partner on the booking of the property if one can be provided.
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How are the stated distances measured?

The stated distances details are linear distances. Often the provided distances are estimated figures.
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Booking and payment options


How do I make a reservation?

Select your desired holiday property via the search and click on „book” in the description of the object. Then please fill out the booking form. Provide all necessary details and don‘t forget to state the number of persons including their names and ages (also babies and toddlers). Afterwards click on “next step” and you will be displayed an overview with all booking details. Here one can add travel insurance and select the method of payment. Read and accept the terms and conditions of both the provider and atraveo. By clicking on the button "make binding booking" your reservation will be sent to us that will be passed onto our product partner. As soon as the message is received you will receive an email with further information.
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What are the payment options with atraveo?

The types of payment and payment conditions are dependent on the selected object, period between booking and arrival, country where the customer lives and a number of other factors. For this reason you are able to find detailed information in the respective object description on this matter. In our terms and conditions you can also find general details on payment conditions and options. Should you still have any questions then please do not hesitate and contact customer service.
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What does maximum occupancy mean?

All holiday homes and apartments have a maximum occupancy which means that that only the given number of people can occupy the property. This also includes babies and small children. Should you want to take more travelers then it is necessary to make an enquiry. For this we require the age and name of the person who will be additionally travelling with you. Please state this in your booking request. In some cases an additional charge will be made for each additional person.
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Can I cancel my booking?

The booking can be cancelled at any time. The amount of cancellation fees is stated in the object description and depends upon the time of cancellation. In the case that circumstances don’t permit you to travel then let us know as soon as possible even if it is just a couple of days before arrival. You will generally be reimbursed a part of the paid rental price.
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Can I book car rentals and further additional services?

Yes we also provide the possibility in addition to your holiday home bookings the option of making a reservation for car rentals, flights and travel insurance at a later date in the customer area. In this case you will receive the documents directly from the respective operator.
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Where am I able to find information on passport, visa, currency exghange and health regulations?

Details in regards to travel and security advice, entry and visa requirements are to be found on the website of the German Foreign Ministry: www.auswaertiges-amt.de. In the case you are not able to find the respective details we advise you to contact the consulat / embassy.

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Arrival / departure and travel documents


Are arrival and departure times determind?

Most of the times they are. Different from hotels property owners prefer to set the arrival and departure on Saturday. Especially during peak seasons no exceptions will be made. During the low season it is possible to deviate from these dates on request. In Netherlands and Belgium the check-in and check-out is usually on Friday, but sometimes it is also possible to make a reservation from Friday to Monday or vice versa outside the holiday periods.
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At which times can one arrive and depart?

The arrival time will generally be between 3 p.m. and 6 p.m.. Should you want to arrive later then this usually has to be confirmed in the booking. Please note that on the day of departure you must vacate the accommodation by at least 10 a.m.. The exact arrival and departure times will be stated in the travel documents. If you already know that you will be arriving much earlier or late when making the booking then please state this in your booking request. We will ask the provider whether the specified arrival time can be realized.
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Can I get hold of the address of the holiday property in advance?

As far as we have the exact location of the object we will state this in location information of the object description. In the corresponding map the position will be marked with a yellow house. In the case we don’t know the location we will state this in the object description. In most cases the yellow house will be placed on the city centre. You will receive the holiday home address with your travel documents 10 to 14 days before departure. It is not possible to receive details prior to this. Should you have any questions in regards to the holiday accommodation before this then we will pass on the query to the owner.
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When and how do I receive the travel documents?

The travel documents will be sent to you after the entire payment for the property has been received. It will be mailed to the billing address or the e-mail address mostly within of 10 to 14 days before departure.
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How is the handover of the keys organised?

You will find details on the handover of the keys in your travel documents. On presentation of your rental voucher you will receive the keys for your booked accommodation on arrival.
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Who is the contact person on arrival?

The contact details of the contact person on arrival are stated in your travel documents.
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