Quality Guarantee
Rental Terms
Customer and owner satisfaction
Euro Relais strives to satisfy both customers and owners according to three basic principles:
Quality Guarantee
Reliable descriptions
Euro Relais guarantees that all descriptions and pictures of the homes displayed on the website, truthfully reflect reality. In case of any mistakes or shortcomings, our customers will be suitably compensated.
Classification System
Each home is carefully inspected and subsequently rated on a scale from 1 to 5 stars: from basic to luxurious. The classification system is based on the standards of the ANWB (General Dutch Cyclist’s Association), which is an important travellers’ association in the Netherlands.
An explanation of the number of stars:
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Very simple accommodation for holidaymakers with a small budget and appreciation for basic comfort. |
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Accommodation with adequate equipment, adapted to the specific customs of the country. Ideal for those vacationers that seek a comfortable house without any excess luxury. |
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Well-equipped accommodation providing everyday comfort. Staying here will instantly make you feel at home! |
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Comfortable, cosy and well-kept accommodation, which often enjoys a remarkable setting. |
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Top-quality accommodation. Spacious and extremely comfortable holiday houses with luxurious facilities such as a private swimming pool, sauna or jacuzzi. |
Customer satisfaction survey
Upon their return, customers receive a satisfaction survey, which enables them to express their opinion about their stay. The question: 'Are you satisfied about the stay in your home?' scores 83 out of a total of 100 points, based on 30.000 participants.
The outcome of this survey is published on the site and automatically conveyed to the corresponding house owner. If a house obtains inadequate scores, Euro Relais contacts the owner in order to improve the quality of the house.
Holiday house owners: partners in quality
The quality of your stay is greatly dependent on the attention home owner and caretaker pay to quality. It does not only concern the quality of the home, its maintenance and cleanliness, but also the overall reception of the guests.
Protection of consumer interests
Euro Relais is a member both of the Dutch home-shopping organisation ‘de thuiswinkel’, as well as the European organisation of EMOTA. EMOTA is the abbreviation for European Mail Order and Distance Selling Trade Association.
Both foundations promote customer’s rights concerning distance shopping (by correspondence, telephone or internet) in accordance with EU directives. Due to its membership, Euro Relais has to adhere to their code of conduct, including:
- Cancellation within 7 days, free of charge
You may cancel your booking with Euro Relais within 7 working days after date of booking. This also covers bookings paid by credit card. This rule does not apply to bookings of which the arrival date is scheduled in less than a month. - Appeal to the arbitration board
If it does occur that Euro Relais has not been able to solve a problem, the arbitration board of the Dutch Home Shopping Organisation can intervene. The board’s decision is binding for both parties.
Service
Sales Team
A professional and international booking team is at your service, 57 hours a week, in your own language. Their services range from telephone bookings to information supply on holiday homes and regional tourist attractions (etc).
24/7 Emergency Service During Your Stay
Euro Relais offers permanent assistance for urgent problems during your stay. Most of the time, this telephone service is available in your own language.
Customer Friendly Website
Euro Relais is always working on its website, to make it even more customer friendly. From over 30.000 interviewed customers, 95% find it easy to book online on our website.
The Dutch consumers’ organisation (Consumentenbond) has tested 5 websites of holiday home facilitators and rated the website of Euro Relais as the best. The editors describe the website as 'pretty and functional' and its presentation as 'perfect'. We are also praised for our extensive home descriptions.
