Frequently Asked Questions

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Searching for Accommodation

Where can I find the accommodation provider's telephone number and/or email address?
Once you have made a booking, the accommodation provider's details, including telephone and email address, are provided in the online booking confirmation, confirmation email and in visitrentals.com/myvisit.
How can I see how much an accommodation costs?
Once you have entered the dates of your stay, the rates will be clearly displayed alongside the available accommodation types.
Can I search for accommodation providers by price?
Once you have entered a destination and your dates of travel you will be able to search available apartments by price. At the top of the page you can see the 'Sort' options, which includes the option of sorting the accommodation provider's price. When you click on 'price' you can sort the accommodation providers by price, combined with specific available accommodation types.
Can I limit the search to show accommodation providers in a specific area or nearby a landmark?
Yes, you can type the name of the area or landmark into the type search box or if you have already started a search you can use the filters on the left hand side of the page, including the 'Point of Interest' filter. You can also find accommodation providers using Map View (an option on the search results page) and rolling your cursor over the location icons.
Where is the location of the apartment shown?
A map is available in the photo slide show box - you can either click through the photos until you reach the map or you can use the options at the top of the photo box to jump to the map. The accommodation location will be shown with an icon.
How do I search for accommodation providers with specific facilities, such as an indoor swimming pool?
After you select your destination and dates of your stay, a list of available apartments is displayed. On the left-hand side of this page are the 'Filter' options, where you can choose categories to help refine your search. Choose to filter your search by 'Facility', for example, to search for apartments with specific facilities.
Can I limit my search to accommodation providers with facilities for people with a disability?
After you select your destination and dates of your stay, a list of available apartments is displayed. On the left of the page is a filter box. In the 'Facility' category you can tick the box 'Disabled Access'. This will limit your search results to accommodation providers that can meet your needs.
Can I make an apartment booking for tonight on your website?
It is possible to make a booking for tonight on our website. Take extra care when entering all of your information, especially your credit card number, as we may not have enough time to contact you to amend any errors that could jeopardize your reservation.
Can I request an extra bed in my accommodation and will there be extra costs?
Information regarding extra beds is located under 'Policies' on the apartment details page, please take note of the following: Added costs, if any, are not included in the reservation price. During the online booking process please place your request for any extra bed/cot in the Special Request provided. If you've already booked your accommodation, just click on the link provided in your email confirmation and on visitrentals.com/myvisit to request an extra bed. We advise calling the accommodation provider prior to arrival to guarantee your request. You will find the accommodation provider's contact information in your confirmation email. You can always contact us to confirm availability, before you book.
We have children; can we get extra beds/cots in the accommodation?
Information regarding children and extra beds/cots is located under 'Policies' on the property details page, please take note of the following: Added costs for children, if any, are not included in the reservation price. During the online booking process please place your request for any extra bed/cot in the Special Requests box provided. If you've already booked your accommodation, just click on the link provided in your email confirmation and on visitrentals.com/myvisit to request an extra bed. We advise calling the accommodation provider prior to arrival to guarantee your request. You will find the accommodation provider's contact information in your confirmation email.

Credit Cards & Payments

What does the price include?
The price includes all facilities listed on the main property page and those shown individually for a particular accommodation type. This information will also be in your confirmation email and on 'visitrentals.com/myvisit'.
Does the accommodation provider need a deposit or a payment in advance?
Most accommodation providers do not require an advance payment or deposit. If they do you will find the details under 'Policies' on the accommodation provider's Visitrentals.com page and in your confirmation email.
Can I make a reservation without a credit card?
A valid credit card is needed to guarantee your reservation with most accommodation providers. You can also make a booking using someone else's card provided you have their permission. In this case please confirm the card holder's name and that you have permission to use their card, in the 'Special Requests' box when making your booking.
I am entering my credit card details, when will I pay?
Visitrentals.com will never charge your credit card. The payment for your stay is processed by the accommodation provider during or after your stay, unless otherwise stated under 'Policies' on the property page, in the accommodation description under 'conditions' and in your confirmation.
The accommodation provider has charged my credit card, what should I do?
Visitrentals.com does not charge your credit card - Please check the payment conditions in your confirmation email to ensure the charge is not just part of the accommodation provider's reservation policy. If you feel you have been charged incorrectly, please contact the accommodation provider directly.
Can I use a debit card to complete my reservation?
Generally accommodation providers cannot accept a debit card to guarantee a booking. However, there are some exceptions. If your chosen accommodation provider can accept a debit card, you will see this option when making your booking.
What is a pre-authorization?
When you make a reservation, there may be instances where the accommodation provider will contact your credit (or debit) card company to confirm that the card you are using is valid and has not been reported loss or stolen. At this time, they may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorization of the full amount of your reservation. The accommodation provider, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions linked to your booking.
What's the difference between a pre-authorization and an actual charge to my credit card?
Pre-authorizations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorizations are temporary holds. The length of the hold will vary, and your credit card company can advise how they handle this.
How will I know if my card has been pre-authorized?
Your available balance will be reduced temporarily by the full amount of your reservation. You may also see �pending transactions� on your credit card account summary. If you're not sure if your card had been pre-authorized, both the accommodation provider and your credit card company can verify this.
How long will the pre-authorization hold affect my available balance?
Your card provider can better explain this, along with the general terms and conditions associated with their pre-authorization procedures. These terms vary across the board, so it's best to contact them for specific details.
Will the hold always equal the exact amount of my reservation?
In most cases, the accommodation provider will pre-authorise your card for the full amount of your reservation. On occasion, you may see an amount slightly higher than the rate shown on Visitrentals.com. If this does happen, the accommodation provider can explain why this has occurred.
Will this happen with all bookings made through Visitrentals.com?
Accommodation providers reserve the right to pre-authorize your card, but this doesn't mean it will occur with every booking. If your card is pre-authorized, both the accommodation provider and your credit card company is there to help.
Can I make a reservation for myself using someone else's credit card?
Yes, you can but only if you have permission from the card holder. Please state this in the "Remarks" box when making your reservation. The accommodation provider may require authorization from the card holder. Please also note that in the case of a No Show, late cancellation any penalties will be charged to the card provided.
Why do I need to give my credit card details?
Visitrentals.com requests credit card details to confirm your reservation with the accommodation provider on your behalf. We will never charge your credit card. Your credit card may be checked (pre-authorised) to ensure that it is valid and/or that sufficient funds are available. After the check, the full amount will be available to you again. The accommodation provider will only charge your credit card if you have requested a pre-paid accommodation or if the cancellation policy, found under 'accommodation provider Policies' and accommodation 'conditions' has not been followed.
Which credit cards can I use to complete my booking?
To make a reservation via Visitrentals.com all accommodation providers accept: MasterCard, Visa & American Express. Some accommodation providers also accept other credit cards, such as American Express, for reservation purposes. You can see which credit cards an accommodation provider accepts in the accommodation provider Policies section under the accommodation provider description and also when making your booking.
Are my credit card details safe?
Visitrentals.com uses a secure connection for your booking: Your personal data and credit card details are encrypted. Our secure server uses 'Secure Socket Layer' (SSL) technology, the online industry's standard. Our SSL certificate has been issued by Thawte.
The credit card that I used to make a booking is no longer valid. What should I do?
Please contact the accommodation provider directly. You can find their contact information, in your confirmation email or online via visitrentals.com/myvisit. For security reasons, never provide your credit card details by email.
I am entering my credit card details, when will I pay?
Visitrentals.com will never charge your credit card. The payment for your stay is processed by the accommodation provider during or after your stay, unless otherwise stated under 'accommodation provider Policies', in the accommodation description under 'conditions' and in your confirmation.
Does the accommodation provider need a deposit or a payment in advance?
Most accommodation providers do not require an advance payment or deposit. If they do you will find the details under 'accommodation provider Policies' on the accommodation provider's Visitrentals.com page and in your confirmation email.
Can I pay for my stay in advance?
It depends on the accommodation provider. Please contact the accommodation provider after your booking to be sure, and to make the necessary arrangements. You can find the accommodation provider's contact information in your confirmation email or online at visitrentals.com/myvisit.
Can I pay for my stay at the accommodation provider with a different credit card than the one used to make the reservation?
In most cases the accommodation provider will accept payment for the stay on a different card or in cash. Please ensure that the new card or cash is accepted by the accommodation provider.

Reservations

How do I know my reservation is confirmed?
As soon as you have completed the booking process you will be taken to the Booking Confirmation page. This page shows all of your reservation details, including the booking reference number, so you can access your confirmation online at 'visitrentals.com/myvisit'. We also send you a confirmation email with all your booking information.
Can I book an apartment for day use?
No, bookings are for one night minimum stays only. Visitrentals.com can only reserve accommodation provider accommodations, not meeting accommodations or conference facilities.
How do I find out how many beds there are in an apartment?
The number of beds should be clearly stated in the accommodation description. If the information is not there, or is unclear, you can always contact us. If you have already made your reservation you can contact the accommodation provider directly with the contact details provided on your confirmation email and on visitrentals.com/myvisit.
How can I make a group reservation?
Many accommodation providers on our website can accommodate groups. Please note that the number of apartments assigned to a group varies for each accommodation provider and that special conditions may apply for group bookings. For more information see our Group Bookings page.

Accommodation Provider Policies

I will be arriving earlier/later than the stated check-in time. Can I still check-in?
For early or late check-in you must make arrangements directly with the accommodation provider. Use the 'Estimated Time of Arrival' box and the 'Special Requests' box in the booking process to inform them of your estimated arrival time and that you would like early check-in or late check-out. Once you've received your confirmation you can follow-up with the accommodation provider directly using the contact information provided.
What are the check-in and check-out times of an accommodation provider?
Check-in and check-out times are different for each accommodation provider. You will find them in the "Policies" section at the bottom of the apartment details page and they will also be shown in your Booking Confirmation.
I want to check out after the stated check-out time. What should I do?
A late check-out can only be arranged with the accommodation provider and usually depends on availability at the time of your stay. You can ask about the possibility at reception upon arrival or contact the accommodation provider directly in advance of your stay using the contact details provided in the confirmation email.
I want a smoking accommodation however I can only choose a non-smoking accommodation. How can I request a smoking accommodation?
If there are no smoking apartments listed it means that the accommodation provider does not allow smoking in the apartments
How do I find out if a accommodation provider allows pets?
Pet policies are always displayed on the accommodation provider's page under "Policies".

Booking Confirmation

How do I know my reservation is confirmed?
As soon as you have completed the booking process the confirmation page appears. This page shows all of your reservation details, including the booking number, so you can access your confirmation online at 'visitrentals.com/myvisit'. We also send you a confirmation email with all your booking information.
What is my Booking Number and what do I need it for?
Your Booking number will be shown on your booking confirmation, which in combination with your surname, allows you to login to 'visitrentals.com/myvisit'. On 'visitrentals.com/myvisit' you can view, change or cancel your booking. Please keep your Booking Number private.
I have booked an apartment but I did not receive a confirmation by email. What do I have to do?
Please carefully check the inbox and the spam/junk folders for the email address you provided when making the booking. You can also use your Surname and the Booking Number shown on the confirmation page when you completed your booking to log on to visitrentals.com/myvisit to see all the information that would be in the confirmation email. If you need any assistance you can Contact Us .
What is 'visitrentals.com/myvisit' and how do I use it?
visitrentals.com/myvisit is a self-service tool, which you can use to view, cancel or change your reservation online. You can access visitrentals.com/myvisit directly from: Visitrentals.com, the link is on the top right hand side of the screen. With the link provided in your confirmation email. To login to visitrentals.com/myvisit just enter your Surname and booking number you received on confirmation of your booking. My Visit has various other uses such as saving apartments that you might like to book in the future, as well as registering for a mailing list tailored to your preferences.
Are the facilities in the accommodation that I have booked guaranteed?
Yes, the accommodation facilities listed under each accommodation type are guaranteed by the accommodation provider.

Cancellation and booking amendments

Can I cancel or change my reservation through Visitrentals.com?
Yes, it's easy. You can cancel or change your booking via our self-service tool 'visitrentals.com/myvisit', remember to have your Booking Number handy. Please, remember to check the accommodation provider's cancellation policy before making any changes to your booking. Non-refundable accommodations and other special deals can have a different cancellation policy. Apartment specific cancellation information is included beside the 'accommodation type' under the 'Conditions' column.
What is my booking reference number and what do I need it for?
Your booking reference number on your booking confirmation, in combination with your Surname, allows you to login to 'visitrentals.com/myvisit'. On 'visitrentals.com/myvisit' you can view, change or cancel your booking. Please keep your booking reference number confidential.
If I need to cancel my booking will I pay a cancellation fee?
Cancellation policy varies from accommodation to accommodation. Usually you can cancel or change your booking right up to 24 hours prior to arrival time. You can check what any accommodation provider's policy is, and whether they will charge a cancellation fee, under 'Policies'. This information is also included in your confirmation email. You can see specific accommodation policies under the 'Conditions' column beside 'accommodation Type'.
Where can I find the cancellation policy of the accommodation provider?
Apartment specific cancellation information is included beside the accommodation type under the 'Conditions' column. The specific information, relevant to your booking, will also be included in your confirmation and on visitrentals.com/myvisit.
Can I cancel or change a Non Refundable booking?
It is not possible to change the dates of stay for 'Non-Refundable' bookings because of their special rates. If you choose to cancel reservations for these accommodations, you may incur charges according to the accommodation provider's policy.
How do I know that my booking has been cancelled?
Once you have cancelled your reservation you should receive an email confirming the cancellation. Please check your inbox and spam/junk mail folders. If you don't receive an email please Contact Us.

My Visit Account

What is 'visitrentals.com/myvisit' and how do I use it?
Visitrentals.com/myvisit is a self-service tool which you can use to view, cancel or change your reservation online. You can access visitrentals.com/myvisit directly from: Visitrentals.com, the link is on the top right hand side of the screen; you can also access the page via the link provided in your confirmation email. To login to visitrentals.com/myvisit, just enter your Surname and the Booking Number you received in your confirmation email. ‘My Visit’ has various other uses: saving apartments that you might like to book in the future, and registering for a mailing list tailored to your preferences.
How do I register a new ‘My Visit’ account?
You can find the ‘My Visit’ login in the top right hand corner of the page. From the pop up, choose ‘Sign up’. You can choose to register by filling in the following information: first name, last name, email address and your chosen password; alternatively, sign in with your Facebook account. To sign in with Facebook, click the link under the ‘My Visit’ log in page and enter your Facebook username and password; Facebook will automatically sign you in to the Visit Rentals website.
I have forgotten my password; what should I do?
Choose ‘My Visit Login’ from the up right hand corner. This opens a pop up that requests you to log in with your email and password that you have created before. Click ‘Forgotten password’. On the next screen, enter and confirm your registered email address. VisitRentals will send you an email to this address, which contains your password.
Are my details secure?
Your My Visit account is password protected: no else can view your personal details that are stored within it. Remember to log out of VisitRentals.com when you have finished browsing when using a device in a public place, or one you share. This reduces the chances of someone accessing your personal information. Your booking is made through Visit Rental’s secure connection. Our industry standard secure Socket Layer (SSL) technology encrypts your personal data and credit card details. This server protection is highly regarded within its industry.
How do I change or add to my personal account details?
To make the most of the benefits of having a Visitrentals.com account, it is best to keep your personal details up-to-date. ‘My Visit’ gives you these options:
  • Update your personal details under ‘My Profile’.
  • Change your password from ‘Manage Accounts’.
  • View your booking details of your past and present bookings.
  • Delete, add or change your favourite destinations.
  • View, share or delete your saved apartments.
How to delete your account?
From ‘My Visit’, select ‘Manage Accounts’. Scroll down to ‘Closing your account’, and select ‘Deactivate my account’. A confirmation page will appear, and your ‘My Visit’ page will be removed from Visitrentals.com.
What happens if I select 'Remember me'?
If you select 'Remember me' a cookie is stored on your computer that will complete your user name for you when you sign in. Choose the 'Remember me' option if you plan to sign in from a private computer. We don't recommend this option if you use an office or public computer.
Having trouble accessing or using this website?
The most common problems encountered when accessing the VisitRentals site are caused by your browser settings. We recommend that you use one of the following browsers to make the most of our sites many features:
  • Internet Explorer Windows 8 or later.
  • Firefox Windows 7 or later.
  • Safari Windows 5 or later.
  • Chrome Windows 16 or later.
  • Opera Windows 11 or later.
If you still require help, please ‘Contact Us’.

Extras

How do I know if the accommodation provider has parking facilities and how can I reserve it?
On the property details page details page in the 'Facilities' section the parking facility should be highlighted green if an accommodation provider has parking. Details of the parking facilities can be found in the policies section on both the property details and your booking confirmation.
How can I find out that the accommodation provider offers a shuttle service and how can I book it?
If the accommodation provider offers a shuttle service it will be listed under 'Facilities' on the apartment details page. Once you have made your reservation you can arrange the airport transfer directly with the accommodation provider. The accommodation provider's contact information is listed in your booking confirmation. Please remember to have your flight details ready.
Can the accommodation provider store my luggage before check in or after check-out?
If the accommodation provider has a luggage storage it will be displayed on the apartment details page under "Facilities". For more information regarding the apartment's facilities on luggage storage please contact the accommodation provider directly using the contact details provided after completing the booking.
How do I find out if an accommodation provider has a certain facility, e.g. a lift?
Under 'Facilities' you can see a list of all the building and individual apartment's facilities, activities and services.

Directions

Where can I find the address of the accommodation provider?
You can see the apartment's address at the top of the apartment details page on Visitrentals.com. It is also included in your booking confirmation email.

Guest Ratings and Reviews

Who can write a review?
Only those who have booked and stayed at accommodation through VisitRentals’ booking services can write a review; this review must be about the apartment at which they stayed.
I have an issue requiring immediate attention, should I use the reviews system to voice my problem?
Please ‘Contact Us’ if you have any customer service issues, or those that require immediate attention. In addition, if you wish to share feedback with us about apartment selection, pricing, booking, any issues with the website, or other customer service issues, please do not submit this feedback through an apartment review. Instead, ‘Contact Us’ so that we can resolve the matter as quickly and efficiently as possible.
How can I write a review?
Two days after your departure date, you will receive an email which grants you access to review your experiences of the accommodation. Follow the email’s instructions to the webform where you can write and submit your review. Our moderation team will check it and inform you of their decision to publish it.
Why has my review not been posted yet?
We reserve the right to not post your review if it violates guidelines listed on our ‘Privacy and Cookies’ page, or contains any of the following:
  • Obscenities, discriminatory language, or other language not suitable for a public forum.
  • Advertisements, “spam? content, references to other products, offers, or websites.
  • Email addresses, URLs, phone numbers, physical addresses or other forms of contact information.
  • Critical or spiteful comments about other reviews, which are posted on the page of their authors.
In addition, if you wish to share feedback with us about apartment selection, pricing, booking, or other customer service issues, please do not submit this feedback through an apartment review. Instead, send us your message via the ‘Contact Us’ page so that we can deal your concern as quickly and efficiently as possible.
What can I do to ensure my review is posted?
We want to publish your review, so please follow these guidelines so that we can make it happen: Keep your review focused on the apartment, avoid writing about customer service; contact us if you have issues requiring immediate attention, refrain from mentioning competitors or the specific price you paid for the apartment, and do not include any personably identifiable information such as full names. Additionally, please follow these guidelines concerning the images you post:
  • Images must be in BMP, PNG, GIF, or JPEG format.
  • File size must be 5 MB or less.
  • An image must be at least 60 pixels tall.
  • An image must be at least 60 pixels wide.
  • You must be the copyright holder of the copyrighted images that you submit.
  • Objectionable images will be rejected.
  • Uploaded images become the property of VisitRentals.
Does VisitRentals.com amend reviews?
No. If your review meets our guidelines, we will notify you of its acceptance and submit it to the VisitRentals site. If it does not meet our guidelines, we will notify you about which of the guidelines it has not met and our suggestions of the amendments you can make. Please re-submit your review for re-evaluation.
Does VisitRentals.com write reviews?
No, however serviced apartment and apart-hotel providers can respond to your reviews. The name of the provider will be clearly labelled alongside their response.
Can I comment on a review?
You cannot comment on a review through the VisitRentals website. However, members of the VisitRentals Facebook page can comment on reviews that are shown there. Your comments will be moderated according to the ratings and review guidelines: you can find these under ‘Why has my review not been posted yet?’ in the FAQ.
Can I also leave a comment anonymously?
You can select a nickname for your review if you would like to remain anonymous.
Can I write the review in the language that I want?
We display our services in 17 different languages. To select your language choice, click on the drop down arrow at the top of the VisitRentals home page. These are the languages that the site is due to be translated into:
  • English (UK).
  • English (USA).
  • French.
  • German.
  • Spanish.
  • Italian.
  • Dutch.
  • Norwegian.
  • Swedish.
  • Danish.
  • Polish.
  • Finnish.
  • Russian.
  • Arabic.
  • Mandarin.
  • Hindi.
  • Japanese.
  • Greek.
What factors are the ratings based on?
Visitors can rate the apartments on the following factors: cleanliness, comfort, location, apartment facilities, customer service and staff, value for money, and an overall rating.
What does the rating score mean?
The rating description will be: Outstanding for 4.5 – 5, Excellent for 4 – 4.4, Good for 3.5 – 3.9, Fair for 2.5 – 3.4 and Poor for 0 – 2.4.
How can I filter the reviews?
You can select one or more tick boxes to filter the reviews according to the type of client and the purpose of the trip. The options are:
  • Type of client: solo traveller – male, solo traveller – Female, families with young children, families with teenage children, travel with colleagues, couples, and groups.
  • Purpose of the trip: leisure, business, and other.
Once the tick boxes are selected, the top left section will update the rating scores according to the review filter’s selection.
How can I sort the reviews?
There are five different ways for you to sort the reviews:
  • Date: You can sort reviews by submission date; from newest to oldest submission is the default setting. Click ‘Date’ and the reviews will be filtered by ascending order. Once clicked again, it filters by descending order.
  • Rating: You can sort reviews by rating score; from highest to lowest submission is the default. Click ‘Rating’ and the reviews will be filtered by ascending order. Once clicked again, it filters by descending order.
  • Useful: Users will be able to sort reviews by how many people found the review useful: from the most useful, to the least as default. Click ’Useful’ and the reviews will be filtered by ascending order. Once clicked again, it filters by descending order.
  • Drop-down: Click on the drop-down tab to reveal three other sorting options. Click the appropriate tick-boxes to display one, or a combination of these options: ‘All Reviews’ (default value), ‘Reviews with Photos’, and ‘Reviews with Videos’.