Explore Holiday Lettings, Cottages & Apartments - HomeToGo
Start searching

We're here to help

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.

Coronavirus - Information

What do I have to consider before my trip?

Please inform yourself about the travel and safety regulations of the destination country before each trip.

General information on the current situation can be found on the website of the UK government.

Is there anything to consider if I only want to travel in the next few months?

If you want to book: Please inform yourself about the travel and safety regulations of the destination country. The situation can change daily and it is your personal decision whether to travel. If you have questions about a property or would like to book by phone, our customer service team will be happy to help you:

+44 20 3826 8782 or [email protected]

If you have already booked: Please observe how the situation develops and inform yourself about the travel and safety regulations of the destination country. In case of an official travel warning several of our partners have set up special cancellation and change procedures for bookings. Please contact our customer service team if you have any questions:

+44 20 3826 8782 or [email protected]

How can I modify or cancel my booking?

Any rebooking or cancellation must be made in writing by email or contact form. Please enter your booking number. HomeToGo does not charge any cancellation fees, but please note that our partners may incur cancellation fees. We will process your rebooking or cancellation within our opening hours.

If you have booked directly with HomeToGo, you can also cancel your booked trips via your customer account

You will then receive a rebooking or cancellation confirmation and, if necessary, a cancellation invoice from the accommodation provider.

Can I reserve a property and book later?

A property cannot be reserved or put on hold. HomeToGo aggregates offers from partner websites and doesn't rent the properties itself.


How do I book a vacation rental?

You can simply enter your travel destination in the search box along with your desired dates and a total number of guests. A list of properties that are available during those dates will be shown. You will be able to refine your search using the different filters, such as amenities, price, location, etc.

Once you have selected an offer of your liking please click "view deal" for further details. You can always check the availability of a property and autonomously get the total price for your stay, simply by selecting the dates on the calendar, adding the number of guests and clicking on "Book now". The booking will be confirmed once you have filled in the form with your personal data and after reading and accepting the terms and conditions set by the provider.

What type of bookings are available?

The booking options differ depending on the providers' and owners' conditions.

Properties that are marked as "express" can be booked entirely on HomeToGo.co.uk.

Properties that have an "instant booking" option allow you to book and pay in just a few clicks on the provider’s website.

Some providers have to first accept your booking. These offers are called "binding requests". You will proceed as if you were making a standard booking, and your booking request will be sent to the provider, who must confirm it. After this is done, you will receive the booking confirmation from the provider with all further information. If the provider declines your request, your booking will not be processed and will be canceled immediately. No payment will take place.

Properties that are listed as "on request" require you to send a booking inquiry to the property owner before booking an accommodation. The owner has to check within a given time frame if the accommodation is still available before accepting your booking request. This booking request is usually non-binding, thus your payment data won't be necessary. Only your contact details are needed so that the owner or provider can answer you.

How can I see if a rental is still available?

You can verify the availability of a rental by entering the travel dates and the total number of guests. If the date period is available, you will also see the price.

If you cannot enter the dates on the property's calendar, it means that the provider only allows specific days for arrival and departure or that the minimum stay required is not met.

Are there specific arrival and departure dates specified for properties?

Most properties can be rented all year round on any dates you desire. Some property owners, however, have fixed specific arrival and departure dates that are marked black, while already booked/bocked dates are marked in grey. As a search engine, HomeToGo is not able to modify these dates. We kindly advise you to search with your desired travel dates so that the offers displayed fit your needs.

Is there a minimum stay?

Some properties may have a minimum stay (e.g. 2 or 7 nights). If you are viewing a property with a minimum stay, the date selection will indicate this through marking possible arrival or departure days in black. Unavailable dates are always marked in grey.

Can I reserve/block a property?

HomeToGo is a search engine that aggregates offers of numerous partner websites. However, we do not rent the properties ourselves and therefore cannot block the travel dates. 

Can I visit the holiday rental before booking?

For security reasons, it is not possible to visit the property you are interested in. However, should you have any questions regarding a specific property, our customer support team will be glad to assist you and forward your request to the provider.

You can reach us via email at: [email protected] or call us at +44 20 3826 8782.

Do I have the entire accommodation for myself?

Please be advised that it is always mentioned in the description if the owner lives in the property or if some areas of the property are shared with other guests. If this is not mentioned, you will have the entire accommodation for yourself.

Can I book long term?

HomeToGo now features properties that can be booked for up to a year. 

Can I book multiple units in the same complex?

In most cases, the properties displayed on our website are single units. However, it is possible that some listings describe a property within a multi-unit complex. If you would like to book more than one unit in the same complex, we will be happy to ask the provider for other available units.

Are groups of young adults or minors allowed to book a property?

Depending on the property provider, the person making the booking must be over 18 years old. However, you can find the exact age in our partner's terms and conditions (GTC). Some property owners do not accept groups of guests under 18, and this information can be found in the property description. Please note that for properties where nothing is mentioned in the description, a request has to be sent to the property provider with the age of each traveler. Please also be advised that a higher deposit may be requested.

Can I modify the number of total guests allowed on the property?

As a general rule, the total number of guests shown in the description cannot be exceeded or modified.

Almost all of our providers allow infants up to 3 years old with no extra cost. Please always confirm this information with our customer support team or provider.

Can I modify or cancel my booking later and how can I do it?

You can find the cancellation policy for a specific property under "Terms and Conditions" in the property description.

Cancellations or booking modifications generally have to be sent in written form, either by e-mail or via our online contact form. Please include your booking reference and be aware of due cancellation fees. We will process your cancellation or modification during office hours (Mo-Fri 10am-1pm and 2pm-6pm CET).

You will receive the confirmation of the cancellation/modification and the cancellation invoice from the specific provider of the holiday home.

What is the cancellation policy of my booking?

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 vacation 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. You can find the cancellation policy details on every offer under GTC.

What do I do if I spot something wrong once I arrive at the property?

Meet the owner for key handover, walk through the property together and address potential issues immediately.

If you receive the keys in another way, please contact the owner immediately if something is wrong. In case he is not reachable contact the final contractor mentioned in your booking confirmation.

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

You are free to decide if you want to purchase travel insurance or not. Some providers include a travel insurance with the booking, while others offer the possibility to book one at extra cost. In both situations, you can find more information on the cost breakdown. HomeToGo does not offer travel insurance.

Does HomeToGo offer any flexible dates search option?

You have two options for choosing booking dates in the calendar: specific or flexible dates. The flexible dates option allows you to have a larger search list result so you can compare offers and find the best deal.

Can HomeToGo send me listings based on my preferences/needs?

We are a search engine that aggregates and filters vacation rentals from numerous partner websites. Simply enter your travel destination in the search box and use the filters according to your preferences - like travel dates and amenities - via the menu.

As we are not a classic travel agency, we cannot send out personalized listing offers depending on your preferences.

You can find inspiration on our website via the following link: https://www.hometogo.co.uk/inspiration/

Who do I contact if I have a problem with my booking?

Before you travel: Please contact our customer service team.

During your travel: Please contact the owner or property provider directly.

How can I save my favourite properties?

When you are on the offer page, you can save your favourite properties by clicking on the "heart" symbol. The property will then be added to your wishlist, which you can access on the top-right of the page. You can also share a property offer by clicking on "share" to get a link to share with your friends and family. 


Which payment methods can I use to pay my vacation rental?

Every property has a detailed description of its amenities and all extras that are included or that can additionally be booked. If you are uncertain about a specific item, please contact our customer support team.

When do I need to pay for my booking?

Payment policies depend 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.

Are there any extra charges to pay?

The extra charges are listed in the detailed description of the offer and/or in the cost breakdown, as well as in your booking details and contract.

In some properties, the cost of electricity, water, heating, and A/C are not included in the price. The payment procedure varies depending on the provider. The most common payment types are a fixed daily rate, a prepaid consumption fee, or a payment after your stay based upon your consumption. If a prepaid consumption fee was requested, the actual cost will be calculated after verifying the total guest consumption. Then, the difference between these will be refunded through the same payment used.

What is a deposit and when can I get it back?

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 vacation rental. If there aren't any damages, you will get your full deposit back at the end of your stay.

What if there is a different price in HomeToGo than the provider?

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: [email protected].

Are the booking prices negotiable?

Prices displayed are non-negotiable, regardless of booking dates or number of people.

Prices are set by our providers, who are also the final contractors for your booking.

Tip: If you have a budget for your holiday, adjust the price range through the filter "Price."

Does HomeToGo offer discounts?

HomeToGo is a search engine for vacation rentals and not the final contractor. We receive the price details directly from the relevant provider. Any discount offered by the provider will also be shown automatically on our website. HomeToGo does not offer any type of discounts regardless of dates, long-term bookings or the number of people.

Are my payment details secure?

The same rules for making any other transaction apply when booking a vacation 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 amenities are included in my vacation rental?

Every property has a detailed description of its amenities and all extras that are included or that can additionally be booked. If you are uncertain about a specific item, please contact our customer support team.

How can I filter for special amenities?

Use our dynamic filters to help you find the best vacation rental for your needs: e.g. you can activate the filter "pool" to only find properties that have a pool. You can choose as many filters as you like to find the perfect vacation rental. If you are looking for a pet friendly rental with a balcony, you can choose "pet-friendly" and "balcony," for example. Find all of the filters on the search result page.

Do I have to pay an additional fee to use my vacation rental's amenities?

If not specified, all equipment and extras of the property are included in the total price. Please be advised, that extra charges (fixed price or depending on consumption) can apply for certain amenities. You can find all information regarding additional charges (optional and obligatory) in the cost breakdown.

Can I have additional photos of the property?

HomeToGo is a search engine that aggregates offers from numerous partner websites. However, we do not rent the properties ourselves and receive all the information, prices, reviews, and photos from the relevant provider. Therefore, we are not able to provide additional photos. 

How is the distance shown in the description calculated?

The distances indicated on the property's page are mostly calculated by air direct line. You can always easily estimate the area by checking the integrated map. If you have any doubts, please contact our customer support team.

Can I have a crib/high chair for my baby?

Most of the properties provide this service. Please be advised that this might generate an extra cost. If you are interested in property listings that include a crib, please add the filter "Crib" from the amenities menu.

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

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


How do I find pet-friendly vacation rentals?

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

How many pets are allowed in the vacation rentals?

Find the total number of pets allowed on the property under the tab "Guest" If you wish to bring more than the total number of pets indicated in the offer, the request must be forwarded to the provider and accepted before making the booking. The request must include the breed and weight of your pet.

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

If you are flying domestically with your pet, some states require a rabies checkup within a certain amount of days of travel. Be sure to check this in advance of your trip.

If you are traveling internationally with your pet, you can make sure your pet meets the requirements for your destination country and is healthy enough to travel. Requirements may include: blood tests, vaccinations, and microchips for identification.

The United Kingdom does not require that your pet be identified with a pet microchip, but it is recommended.

Are all types of pets allowed?

Usually, pet friendly rentals refer to cats and dogs.

If you wish to bring exotic animals such as spiders, snakes etc., it has to be requested with the provider. Please be advised, that certain breeds of dog may be classified as dangerous and are therefore not admitted on properties. Please always check the relevant classifications on your home country and destination.

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

If your pet causes damage, 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.

Check-in & check-out

How do I know the check-in and out timings of my vacation rental?

You will need to arrange your arrival and departure time with the provider after the booking. In some cases, you can directly discuss personalized check-in and check-out times with the owner, whereas some properties only allow specific time slots. If this is the case, you can find this information in the Terms and Conditions of the provider of the vacation rental.

How do I get the keys to the property?

Unlike a hotel, an independent vacation 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?

Find the check-in and check-out timing in the provider's confirmation email. If your arrival differs from the check-in timing please contact the provider/key holder for an agreement. Please be advised that additional costs may apply for a late check-in.

Can you provide me the property owner's contact details?

Please be advised that for privacy reasons, we can't provide the owner's contact details until the booking is completed.

However, our support team is fully available to answer any questions you may have about the property.

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.

Can I have the exact address of my vacation rental?

For security reasons we do not provide exact addresses. You can always verify the approximate position of the accommodation through our integrated map. Please be advised that you can zoom in for a better view of the area or change to hybrid view. For further enquiries, you can always contact our Customer Service support team at: [email protected]

Which travel documents should I bring?

When traveling domestically around the UK, we recommend that you:

  • Always travel with your state-issued ID.
  • Bring your rental contract along with the owner's contact details.
  • Bring your personal liability insurance details in case of an accident.

Having this information at hand will save you some time and stress in case of a problem. If traveling internationally, you will need to bring your passport.

Can I cancel once I arrive at the property 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 address potential issues immediately.

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

Depending on the vacation 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.


How can I be sure the property is as advertised?

Providers put a lot of effort to identify and remove false advertisements. Travellers 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, you can get in contact our customer support.

How can I avoid a vacation rental scam?

Steps you can take to avoid a vacation rental scam:

  • Do not agree to pay for your vacation rental via money order, sending cash by mail, 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.

Where can I find ratings/reviews of the vacation rental?

HomeToGo obtains its ratings and comments directly from respective rental providers. Ratings/ reviews are displayed in the review section of each property offer. After a rental stay has been completed, HomeToGo customers are asked to rate their experience through a survey. Such ratings/reviews are then factored into the review section of the property offer and are marked as verified by HomeToGo.

List with HomeToGo

How do I list my property on HomeToGo?

If you would like your vacation rental to appear on our platform, you can list it on one of our partner websites and it will appear in our search results. You can list your property on the partner websites of your choosing. Here are some of our partners: https://www.hometogo.co.uk/partner/.

If you are a property manager that offers vacation rentals on your own website, and would like to use HomeToGo as an additional distribution channel, please contact our Partner Relations team at [email protected].

Why is my property not visible on HomeToGo?

As a meta search for vacation rentals, we aggregate our partners' properties on our websites through XML feed. If your property is not visible, we advise you to contact the partner website directly to verify the information has been shared with HomeToGo.


How can I get in touch with HomeToGo customer support?

You can reach our customer support team via email at [email protected] or call us at +44 20 3826 8782.

Our opening hours are (except German public holidays)

  • Monday - Friday: 8:00 AM - 8:00 PM CEST
  • Saturday: 12:00 PM - 8:00 PM CEST
  • Sunday: 2:30 PM - 8:00 PM CEST

Who do I contact if I have a problem with my booking?

Before you travel: Please contact our customer service team.

During your travel: Please contact the owner or property provider directly.

How do I unsubscribe from the newsletter/listing offers?

If you do not wish to receive our newsletter anymore, you can unsubscribe at any moment by clicking on the unsubscribe link at the bottom of every newsletter. This will open a webpage where you can confirm that you want to unsubscribe.

Can't find the information you need in the property description or in our Help Center?

Contact us via email at [email protected] or connect via WhatsApp at +44 20 3910 6045.

We are here for you!