Frequently given answers to frequently asked questions
Stay confidently in the know
Common questions for unique experiences
Before you pack your bags, you might have a few questions about your stay. Here you find the answers the most frequently asked questions. If you don’t find what you were looking for, our Guest Communication Centre is ready to help around the clock, every day of the year.
Terms & Policies
The rental property is not owned by Sanders, but by the Home Owner. If, contrary to what Sanders intends, a booking cannot be made for reasons beyond Sanders' control, e.g. sale by court order or breach of contract by the Home Owner or similar causes, Sanders will have the right to cancel the reservation with the immediate return of the rent paid to the Guest. Alternatively, subject to availability, Sanders may offer the Guest, at its own discretion, an equivalent rental property in the same area and at the same price.
If the stay of the Guest in the holiday home is impossible or seriously hindered, SANDERS will refund the booking on certain cases:
Due to the death, illness or serious injury requiring hospitalization, bed rest by medical prescription or other conditions of a similar nature, of any of the persons indicated at the time of formalizing the Reservation or their spouses, children, parents, siblings, grandparents, grandchildren, and in-laws. Serious illness means a newly contracted illness (since the date of booking) or an unexpected aggravation of an existing or chronic illness.
The following conditions will apply:
a) That, within 24 hours after contracting the illness, the Guest has notified SANDERS in writing of this fact, and that the cancellation has been communicated to SANDERS no later than 12:00 noon on the day of arrival indicated in the booking confirmation.
b) That SANDERS has received documentation about the incident that justifies the cancellation, that is, a medical or death certificate, within 3 days (72 hours), counting from the notification. The fees for the issuance of any certificate, report or statement will be paid by the Guest.
c) The Guest will be covered by this guarantee from the date of reservation until the date of occupation of the holiday home. There is no coverage, therefore, once the lease period has begun, nor in the event of early departure for the reasons indicated above.
d) Cancellation protection cannot be requested in the event of force majeure or extraordinary events or circumstances.
Sanders may collect and process personal information about you necessary for the performance of a contract between you and Sanders.
Sanders will not process additional personal information about you without your prior consent.
You have a right to request access to and rectification of personal information about you. You also have the right to object to our processing of personal information about you and you have a right to lodge a complaint with a supervisory authority.
If the completion of the rental is made impossible or difficult to a significant degree due to events/ force majeure, e.g. war, natural disasters, pollution disasters, drought, other extraordinary weather conditions, epidemics, the closing of borders, traffic conditions, the interruption of currency trading, strikes, lockouts and similar force majeure which were not foreseeable at the time when the rental agreement was entered into, Sanders is entitled to cancel the rental agreement as we can not be held liable in the above cases.
We value the opinion of our guests very much, and love to hear if you have enjoyed your stay as well as suggestions for approvement. You may be invited to submit a review about your experience from either Sanders or your booking channel.
You agree that such reviews may be distributed to other platforms and are treated as public information unless specifically indicated otherwise. Reviews may be used and placed by Sanders at its sole discretion (e.g. for marketing, promotion, or improvement of our service) on our Platform or such social media platforms, newsletters, special promotions, apps, or other channels owned, hosted, used, or controlled by Sanders.
You agree that certain information, such as your name, may be displayed alongside reviews.
You understand and agree that reviews must be accurate and not intentionally misleading or defamatory. Reviews can not include any malicious communication. Sanders will not accept reviews which include:
- Profanity, sexually explicit, hate speech, discriminatory, threats, violence
- Mention of full names, or personal attack towards the staff
- Promoting illegal activities (e.g. drugs, prostitution)
- Sites, emails and addresses, phone numbers, bank or card details
- Politically sensitive comments or religious speech
The above list is for illustrative purposes only and is not exhaustive. Sanders reserves the right to adjust, refuse, or remove reviews at our sole discretion.
In the event that you experience any issues as you get settled in, including problems checking-in, property not as advertised or advertised facilities not being available, you can at any time contact our 24h Guest Communications Center.
Our Guest Communications Center is your go-to contact when staying with Sanders. Our team covers multiple languages and will always do their best to answer your questions and inquiries or put you in contact with someone who can.
You agree that you will not engage in any malicious communication, such as messages containing harassment, obscenities, hate speech, discriminatory language, threats, or promotion of illegal activities, during your communication with Sanders. You agree that it is your sole responsibility to ensure that any files, attachments or links included in messages you send are free from any harmful or illegal material.
You understand and agree that Sanders may monitor communications sent and received through our platform.
All our properties are inspected after check out, and handed over to our guests in excellent conditions.
You are expected to treat the rented premises in a responsible manner, and must return the rented premises in the same condition as they were received.
You are liable to Sanders for any damage to the rental property and/or its inventory/furniture/appliances or facilities committed during your stay. Damage to the rental property and/or its inventory made during the rental period must be reported to Sanders immediately.
We fully understand that accidents happen and smaller damages to inventory will not be followed up upon. We do, however, reserve the right to report damages in the property and report to guests up to 48 hours after check-out. Guests can be invoiced for any larger damages made to the property after thorough assessment.
The payment for your stay will depend on your booking channel as well as the selected cancellation policy at the time of booking.
Please read more about it under the Cancellation policy section.
Rates, Taxes and Currency
Unless otherwise stated, all prices are in Euro (EUR) and payments for bookings will be made in Euro (EUR). The rate charged includes all sales taxes and VAT.
Sanders does not take responsibility for any forex costs that may be added by guests own bank or credit card provider.
All consumptions (electricity, heating, water usage etc.) are included in the rental rates.
Age of Guests
When booking a rental property, the Guest making the booking must be at least 21 years old.
Many of our properties are in populated areas with neighbors, and youth groups, meaning parties of 4 persons or more who are primarily under 21 years of age, must notify Sanders that they are a youth group at the time of booking. We reserve the right to reject a group before or upon check-in if such notification is not made, without reimbursement.
Number of Guests
When booking a property with Sanders, the property may be occupied by no more than the maximum number of Guests stated in the booking reservation. The maximum Guest number includes children regardless of their age.
If the house or the property is occupied by more than the maximum number of Guests allowed, Sanders is entitled to request the additional people to vacate the rental property without notice. If the Guest does not comply with this request within 12 hours, Sanders shall be entitled to terminate the rental agreement with immediate effect and to ask all occupants to vacate the rental property without further notice and with no refund.
The booking confirmation contains information regarding the time at which the rental property is ready for check-in on the first day and check-out on the final day. The key will only be provided if the full rent has been paid in accordance with the booking conditions.