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Find answers to commonly asked questions about holiday rentals like: making a booking, cancellation, payment, amenities, pets, check-in, check-out, fraud and using our website. Click on the categories below, or feel free to contact us at any time.

What is a holiday rental?

Holiday rentals are a common alternative to hotels, motels, and hostels. Typically, they are furnished houses or apartments rented to holiday makers by an independent owner or professional organisation. They offer travellers the chance to enjoy home comforts, like a kitchen or private pool, while on holiday. Prices vary depending on the type of accommodation, location, and the amenities being offered.

When should I consider a holiday rental instead of a hotel?

Whether travelling for business or pleasure, there are many reasons to choose a holiday rental instead of other accommodation. 

Holiday rentals offer:

  • More space and comfort.
  • Higher levels of privacy.
  • More autonomy (such as self-catering), and no need to stick to a fixed schedule.
  • Often cheaper - especially when travelling with family, or in a group.

What makes a holiday rental unique?

Every holiday rental is unique, in terms of location, interior design, atmosphere, and character. This distinguishes them from other accommodation types, and means that every stay at a holiday rental is different.

Holiday rentals tend to have passionate owners that care about their property being a warm, welcoming, and comfortable place to stay. You can enjoy the comforts of home, in a new location, when staying at a holiday rental.

What is the difference between an 'express booking', 'instant booking', and an 'on request' booking?

Booking options will differ depending on the providers' and owners' conditions.

Properties that are marked as 'express' can be booked entirely on HomeToGo.com.au. The contract partner is responsible for your contact, and for changes or cancellations.

Properties that have an 'instant booking' option allow you to book and pay in just a few clicks using the provider’s payment options.

Properties that are listed as 'on request' require you to send a booking request or inquiry to the property owner before booking an accommodation. The owner has to check within a given time frame if the accommodation you want to book is still available before accepting your booking request.

Please note that a booking request or inquiry is usually non-binding, thus your payment data won't be necessary. Only your contact details are needed so the owner or provider can answer you.

Can I cancel a booking?

You can cancel a booking; however, you should always check the specific cancellation policy, which can differ depending on the provider or property owner. In order to know the conditions of cancelling a booking, always check the cancellation policy of the website you have used to book your rental, or the confirmation email from the provider through which you booked.

Can I reserve a property and pay later?

If the website on which you are booking your holiday rental offers the option to reserve now and pay later, this option will be available to you. Always check the provider website's terms and conditions for more information.

What is the cancellation policy?

A cancellation policy sets out the terms and conditions for when a renter cancels his or her booking; it determines under which circumstances the renter is eligible for a refund. Confirm the cancellation policy of your holiday rental with the provider or owner. Please note:

  • Cancellation policies vary depending on the provider or property owner.
  • When you book an accommodation, you automatically agree to its cancellation policy.
  • Not all cancellations are eligible for a refund (either total or partial) - always check the cancellation policy before booking a property.

When will I get my booking confirmation?

The time at which you receive your booking confirmation depends on the provider or travel agency you used to book the property. If you haven't received a confirmation email up to 48 hours after completing your reservation, check your email's spam folder. If you still can't find your confirmation, contact the provider's site or rental owner.

How can I contact the owner?

Once you complete your booking, you should receive an email with the contact details of the owner or managing agency. If you don't receive this information after booking on a provider's site, please contact the provider's customer service.

Do I need travel insurance if I book a holiday rental?

You are free to decide if you want to purchase travel insurance or not. Some insurance services offer travel insurance in addition to personal liability insurance. For more information, check the requirements of your travel destination.

Registered users can choose to opt in for HomeToGo's Money-Back Guarantee and free insurance when booking accommodation on the website.

In which language should I communicate with the property owner?

If you are renting a property located abroad, and the owner has not specified their language of choice, you can send the owner a message in English as well as in the local language. Messages can be automatically translated using free translation tools, and therefore language should not be an obstacle.

Is there an extra cleaning fee or cleaning deposit?

Along with the cancellation policy, the cleaning fee and deposit conditions will be detailed in the terms and conditions of the provider or property owner. Usually, this information is listed in the detailed description of the offer, as well as in your booking details and contract.

Are my payment details secured and protected?

The same rules for making any other transaction apply when booking a holiday rental. Make sure you have an SSL connection when entering your bank data. Most browsers show you a lock icon in the address bar that gives you more information about the encrypted connection.

What is a deposit and how does it work?

A deposit is a down payment given in advance and kept by the property owner during your stay. The owner may use this money in case you cause damages to the holiday rental. If there aren't any damages, you will get your full deposit back at the end of your stay.

When do I have to pay what?

This depends on the terms and conditions of the provider or property owner. Some may ask you to pay the total amount of the rental fee at once, while others will ask you to pay a certain percentage of the total fee up front, with the remaining percentage being paid at the end of the stay.

You may also need to pay a deposit in addition to the booking fee (if it's not already included). Always check the terms and conditions as well as the payment policies before booking. You should get a summary of this information in your booking details.

Which payment method can I use to book?

Depending on the property owner or provider, you will be given one or several payment options once at the booking stage. The most common method is a bank transfer or credit card payment.

How do I know which equipment and amenities are included?

Generally, a holiday rental offer has a detailed description listing all the included equipment and amenities. For further information on this topic, always contact the property owner or provider through which you would book the property.

Do I have to pay extra to use the amenities and equipment at my holiday rental?

Unless it is specifically mentioned, equipment and amenities are included at no extra cost. However, the use of certain amenities may incur additional costs. Always contact the owner or the provider website through which you booked your holiday rental for more information.

Can I ask for any additional equipment in my holiday rental?

You should use all the equipment and amenities filters at your disposal when searching for rentals on HomeToGo.hk. If your holiday rental is still missing something, ask the owner or the provider website through which you finalised your booking to see if adding extra equipment is possible and at what cost. If possible, we would recommend that you bring vital equipment with you.

How can I search for rentals that offer specific amenities or equipment?

You can use the amenity filters to narrow search results based on your preferences. For instance, select the 'Pool' filter on HomeToGo, and every property in your search result will have a pool. You can also use multiple filters in a single search. If you want to see pet-friendly rentals with balconies, for example, select the 'Pets OK' and 'Balcony' filters. For more information regarding a property's amenities and equipment, contact the owner or provider of the holiday rental.

What should I do if I damage or break something in the holiday rental?

If you damage or break something in the holiday rental you are staying in, stay calm and contact the property owner. If the damaged item needs to be fixed or replaced right away, he/she will advise you on how to proceed. You can also check if your travel insurance or personal liability insurance can cover the damages. Please note that the owner may retain some or all of your deposit to cover damages caused.

Can I travel with my pets?

If the holiday rental you are looking for needs to be pet-friendly, you'll be able to select this option while searching for the ideal holiday accommodation. If a holiday rental is not marked with this option, then pets are not allowed.

How many pets can I travel with?

Bringing one pet only is standard. If more pets are allowed in a pet-friendly holiday rental, the number will be listed in the rental description. If not, please contact the holiday rental owner or provider for more information.

Do I need to provide vaccination certificates if I am travelling with my pets?

If you are travelling with your pet, you may need to show your animal passport to the property owner or the managing staff of your campground or holiday rental resort. This document proves that your animal has been vaccinated against rabies. In addition, your pet must have identification, such as a subcutaneous chip. The passport and identification can be issued by your pet's veterinarian. Depending on your destination, the restrictions may vary. Your veterinarian should be able to give you more information.

Are all types of pets allowed?

Dogs and cats are the most common animals people travel with, so they will be allowed in most cases, as long as you're staying in a pet-friendly holiday rental and you have fulfilled your holiday destination's conditions. If you own 'exotic' animals such as snakes and spiders, please ask the rental's owner or contact the provider's customer care services for more information. Note that some dogs may be classified as 'dangerous' and are thus not allowed in some holiday properties or resorts. Always check the classification in your country and abroad.

Can I request that the property provides specific equipment for my pet?

We advise you to ask the owner of the property directly if you need special equipment for your pet. However, be aware that the owner is not required to provide additional equipment and may charge an additional fee for doing so.

What should I do if my pet damages something in the holiday rental?

If your pet causes damage, just report it to the owner. If the damaged item needs to be fixed or replaced right away, the owner will advise you on how to proceed. You should also check if your travel insurance or personal liability insurance can cover the damages. Please note that a part of your deposit may be retained by the owner for the damage caused.

How does check-in and check-out work?

You will need to arrange your hour of arrival to check-in, and your time of departure to check-out of the holiday rental. In some cases, you can directly discuss personalised check-in and check-out times with the owner, whereas some properties only allow specific time slots. Refer to your booking details for more information.

How do I get the keys to the property?

Unlike a hotel, an independent holiday rental does not have a reception. Therefore, you need to either agree with the rental owner on a time and place to pick up the keys, or follow the instructions given in your booking details. It works the same way for returning the keys to the rental owner at the end of your stay.

How late can I check in?

This depends on the type of accommodation you booked as well as the provider. Check-in hours will be provided to you once your booking has been accepted - check your booking details. If you have further questions, we advise you to speak directly to the owner or provider through which you finalised your booking.

Do I have to clean the holiday rental before I leave?

Depending on the holiday rental conditions and the options you selected, a cleaning service and corresponding fee may apply. The cleaning fees are usually included in your booking total. Please refer to the property conditions and booking details for more information.

If I have questions or encounter problems, who should I contact?

If you have any questions or encounter any problems with the holiday rental you booked, you should contact the property owner or, in some cases, the agency in charge of the rental you booked. To know whom to contact, always refer to the information you received after your booking was accepted.

What documents should I bring?

When travelling, we recommend that you:

  • Always travel with your ID card, such as a driving licence.
  • Bring your rental contract along with the owner's contact details.
  • Bring your personal liability insurance details in case of an accident.

It is essential to carry your passport when travelling abroad. Health and vaccination certificates may also be needed, depending on your destination.

Once at the property, can I cancel my booking if I spot something wrong?

Cancelling a booking once at the destination would be an exceptional situation. If that were to happen, we encourage you to speak directly to the owner, and if possible walk together through your rental to spot potential issues immediately.

What should I do if I think a rental listing is suspicious?

Signs of a suspicious holiday rental listing include:

  • Insufficient information.
  • Vague responses from the property owner.
  • Private personal data requests from the property owner, such as your social security number or a double-sided scan of your credit card.

If you experience these or any other red flags, don't answer and report this to the partner website that lists the holiday rental.

How can I be sure the property is as advertised?

Providers put a lot of effort to identify and remove false advertisements. Travelers should ask for as much information as possible before booking, check that payment page is secured with an SSL connection, and avoid any suspicious payment methods or data requests. In case of doubt, always get in contact with the provider's customer service.

How can I avoid a holiday rental scam?

Steps you can take to avoid a holiday rental scam:

  • Do not agree to pay for your holiday rental via money order, sending cash by post, or instant money transfer like Western Union, as these types of transactions are not traceable and are often untrustworthy.
  • Ask for more details about a property if they are missing
  • Ask for a detailed contract outlining conditions, which can protect you in case of dispute. A provider or owner that does not offer you a contract should not be trusted.

How is my personal data used?

Generally, personal data is only collected when you supply it yourself by creating a user account, submitting a booking request, or contacting a website via email or contact form. In all cases, your personal data will be treated as strictly confidential. For more information, please check the privacy policy of the given website.

How can I get in touch with HomeToGo customer care?

If you have a question regarding our service, you can send your inquiry to info@hometogo.hk or call us on +44 20 8068 6555. We will do our best to answer your email as soon as possible!

What does 'on request' mean?

Holiday rental offers marked as 'on request' require you to contact the owner before booking. This additional step required for 'on request' bookings differs from 'instant booking' offers, which you can immediately book in a few clicks after clicking on the 'view deal' button.

What is the difference between 'instant booking' and 'express booking'?

Properties that are marked as 'instant booking' can be booked directly on our website or on our partners' websites, where you can finish the booking process in a few steps. Properties that are marked additionally as 'express' can be booked entirely on HomeToGo.com. The contract partner is responsible for your contact, and for changes or cancellations.

What happens if there is a discrepancy between the price shown on HomeToGo and the price shown on a partner’s website?

The price on the provider's website is always the correct one. HomeToGo takes care to ensure our prices are accurate, so if you notice any price discrepancies, your input is welcome. Feel free to message us: info@hometogo.hk.

Can HomeToGo give me personalised advice?

HomeToGo is a metasearch engine that aims to give you an overview of available holiday accommodation and the ability to compare offers. You can easily tailor your search using our search bar and available filters, but we can't provide you with other results if there are no available offers matching your requirements. If you have specific questions about a property, always turn to the respective owner or provider website.