Frequently Asked Questions

Each property has its own unique features. Through an overall rating represented by stars and half-stars, Ardenne Résidences aims to help you make your choice. We take the following aspects into account:

• Tranquility:
  The presence or absence of road(s) or other human activities nearby. Residential area or proximity to a natural environment.
• Common areas:
  The complementarity of living spaces, dining areas and kitchen. Functional aspect of the layout.
• The bedrooms:
  Number of people per bedroom, quality of the bedding.
• Bathrooms:
  Number of bathrooms and quality of facilities.
• Heating:
  Efficiency of the heating system and insulation, as well as energy consumption.
• Leisure facilities:
  Amenities such as a leisure room, swimming pool, jacuzzi, hammam, or wellness area.
• Aesthetics, decoration:
  Harmony of decoration and furnishings. Level of finish.
• The garden:
  Size, layout, landscaping and degree of privacy.
• The terrace:
  Size, orientation, view and outdoor furnishings.

The 5-star rating system reflects levels ranging from poor (1 star), average (2 to 3 stars), good to very good (3.5 to 4.5 stars), and exceptional (5 stars). Ardenne Résidences has chosen to include in its portfolio only properties that achieve at least an average rating across all of these criteria.

Energy costs are presented on our website in the following two ways:

• Fixed price:
  A fixed price is known from the moment the stay is booked. It is entered directly in the table of stay charges and is calculated based on the number of nights or the type of stay.
• Estimates:
  In the case of estimates, the price depends directly on consumption. These estimates are based on similar stays during the same period. However, actual consumption is payable on-site upon departure. It varies depending on the weather, the number of people, and the behavior of each guest. Estimates are provided for informational purposes only and are not contractually binding. Ardenne Résidences always informs you of the unit price for the service charge. Example: €0.25 per kWh.

Generally speaking, the number of persons in your group can influence the cost of the stay.
In the stay cost table in step 3 of the booking process ("Options & Payment Plan"), indicate the number of persons. This will allow you to calculate the actual cost of your stay.

This can reduce the initially displayed price!

The calendar as presented on the Ardenne Résidences website is accurate.
As soon as you perform a search on the site and a date and price are displayed, it means that the period is available.

Yes, but only in a specific situation.
For group holidays, we understand that you may need some time to think things over in order to confirm the full group composition. In this case, a 48-hour option can be granted upon request, except for last-minute bookings.

For this, please inform us of your request by phone . We will ask you to submit an online booking request . In the "Your comments" section (Step 3), please remember to mention that this is an option.

No. We want guests to be able to stay in their holiday home without being disturbed by any visits.

The Ardenne Résidences website is designed to provide you with comprehensive information about each house. Houses are categorized by comfort level, and descriptions of the surrounding area, layout, and photos help you form an objective opinion. You can also read reviews from previous guests.

Each house description mentions whether or not pets are allowed.
Under no circumstances may a pet have access to a sofa, bedroom, bathroom or wellness/pool area.
Please also see the topic on the homepage " Travelling with your dog ".

Can I bring more than one pet?

Yes, in some homes. However, as a general rule, a maximum of one pet is allowed.

However, you can submit a further request by phone or email. Please be sure to specify the breed and size of your pets.

No. Each owner must adhere to specific safety conditions.
His insurance only covers him based on a specific number of occupants. If the maximum capacity indicated for this house is exceeded, the person responsible for welcoming guests has the right to refuse entry.

Some houses are adapted for people with reduced mobility.
Each house description includes a section called "Accessibility for people with reduced mobility" to give you clear information.

Three options are possible:

• The house is accessible to people with reduced mobility.
• The house is not accessible to people with reduced mobility.
• The house is accessible with assistance.

Please also see the topic on the homepage " Travelling with a person with a reduced mobility ".

• Period selection & Identification
• Your contact details
• Payment Options & Scheme
• Terms and Conditions & Confirmation

Yes. Contact us at +32 (0)86/21.00.21.

Your login is your email address or Facebook account.

Have you forgotten your password? Click here to change your password.

You will not receive a specific document bearing the name "Rental Agreement".

Contractual clauses are of two types:

1. Our "General Terms and Conditions of Sale". Before confirming your booking (Step 4), we ask you to carefully read and agree to these terms and conditions.

2. Specific pricing conditions for renting this house. These specific conditions are detailed in the house description and included on your invoice.

Some owners also offer internal regulations, which will also be subscribed.

Two possibilities:

• Either the deposit is paid by bank transfer 6 weeks in advance to Ardenne Résidences, in order to avoid as much as possible financial transactions on site.
• The deposit is paid in cash on arrival. In this case, you will of course receive a receipt.

Information regarding the security deposit is included in the summary table of fees in the description of each holiday home.

For early bookings (made at least 4 weeks before the arrival date) :

You can pay the deposit and the balance (or the full rental amount) as well as any fees payable in advance, by bank transfer.

Ardenne Résidences' bank details are provided at the bottom of each invoice.

For late bookings (made less than 4 weeks before the arrival date) :

You should preferably pay the total rental amount by:

• Bancontact / Mistercash
• MasterCard
• Visa
• Ideal

These electronic payments are processed through the secure online payment platform "Mollie" using the link on your invoice.

Payment by bank transfer is also possible. In that case, you may be asked to provide proof of payment.

Fees payable in advance must be paid by bank transfer, even for last-minute bookings.

Yes.

Please take note of the information mentioned in the house description sheet (in the summary table of costs).
These fees usually cover cleaning, tourist taxes, and waste disposal. They are listed on the website and also on your travel documents. The owner has a copy of your documents.

There are 3 types of additional costs:

• Costs payable on site

The fixed fee is payable upon arrival. Costs related to your consumption are settled at the end of your stay.

• Costs to be deducted from the deposit

For some houses, part of the stay costs are deducted directly from the amount of the security deposit.

• Costs payable in advance to Ardenne Résidences

Energy costs are calculated either as a fixed costs (for example €10 per night), or based on your actual consumption.

For bookings made less than 4 weeks before the arrival date, you should pay the full rental amount preferably by:

• Bancontact / Mistercash
• Ideal

These electronic payments are made via the secure online payment platform "Mollie" using the link on your invoice.

It is also possible to pay by bank transfer. In this case, you may be asked to provide proof of payment.

Fees payable in advance must be paid by bank transfer, even in the event of last-minute payment.

The address of your holiday home is indicated on your itinerary. You will receive this approximately one month before the start of your stay and after receipt of your payment(s).

Upon request, we can also provide you with the address of the holiday home after payment of the deposit.

Ardenne Résidences will send you your stay ticket and itinerary by email approximately one month before your arrival date. Of course, you must have made your payment(s) beforehand.

Use the itinerary . It provides additional information to your GPS.
Distribute it to the other drivers.

You should bring your stay ticket to give to the person in charge of reception, as well as cash to pay the deposit and fees payable upon arrival.

Don't forget to bring your own dishwashing supplies and toilet paper. Coffee, pepper, and salt are not provided.

Information regarding bed linen is available in the description sheet for each house, under the heading " Practical Information " and/or in the summary table of costs.

Bed linen is either provided or must be rented on site . For some properties, you have the option of bringing your own or renting them.

In all cases, the use of bed linen is mandatory.

 
If you would like to have them on site, please let us know if possible when you make your reservation or at the latest one week before the start of your stay .
By not using bed linen, you run the risk of soiling the equipment and incurring additional cleaning costs.

Yes.

For some houses, however, it is possible to rent them on site. In this case, the information is displayed in the summary table of costs.

Yes.

Two cases are possible.

Information regarding key collection can be found on your itinerary.

• Case 1: You go directly to the holiday home and the person responsible for your reception will give you the key upon your arrival.
• 2nd case: You go to the key address indicated on your itinerary and the person responsible for your reception will accompany you to the holiday home and give you the key.

The meeting time is usually set for 4 p.m., or sometimes 5 or 6 p.m. This information is indicated in the house description as well as on your itinerary and your stay ticket.

The owner or their representative also has time constraints. Therefore, we ask that you inform us as soon as possible of any potential delays.

Some owners specifically request that the actual arrival time be communicated at least 24 hours in advance.

In case of late arrival, please notify us as soon as possible so that the person responsible for welcoming you can make the necessary arrangements.

No.

However, the holiday house must be left tidy, with the dishes washed and put away, the rubbish sorted and taken out, and the barbecue, open fire/wood stove, oven and cooker cleaned.

Departure is at 10 a.m. in case of departure on Monday to Friday .

It takes place at 6 p.m. in the case of a Sunday evening departure.

However, you can make other arrangements with the owner once you arrive.

This information is indicated on the house description as well as on your itinerary and your stay ticket.

Your deposit will be refunded within 15 days of your departure.

Don't forget to give your BIC and IBAN codes to the person in charge of your reception.

In the event of damage or loss, the owner and/or Ardenne Résidences reserve the right to retain part or all of the sum received in order to cover the additional costs incurred.

Yes.

To do this, remember to select the "Professional stay" option when entering your personal data.

You will then receive an invoice in your company's name and including your VAT number.

Ardenne Résidences offers houses equipped with a seminar room.

To find out about the equipment in the rooms, please refer to the " Meetings and Seminars " section in the house description.

You will also find in the house description some information relating to specific equipment such as an internet connection.

Feel free to contact us with any specific questions.

Yes.

Feel free to contact us, we will provide you with the best addresses.

However, we do not intervene directly in the services provided by our various partners.

You can cancel your reservation at any time by writing/email.

Once the withdrawal period has expired, you are still liable for the booking fee (€25.-), any insurance premiums and cancellation fees.

Cancellation fees are calculated as follows:

• For cancellations up to 57 days before the date of stay: 30% of the rental amount.
• For cancellations from the 56th to the 29th day before the stay date: 60% of the rental amount.
• For cancellations made within 28 days of the arrival date: 100% of the rental amount.

If you purchase cancellation insurance, these cancellation fees may be reimbursed under certain conditions.

In the event of cancellation, the insurance covers all sorts of unforeseen situations such as:

• Illness, accident or death of the insured, their spouse or a relative up to the 2nd degree, including in-laws;
• Economic dismissal of the insured or their spouse by the employer;
• Cancellation of leave already granted to the insured, imposed by his employer following the unavailability due to illness, accident or death of the colleague replacing the insured;
• Mandatory presence of the insured person as stipulated in the new employment contract concluded for a minimum period of 3 uninterrupted months;
• Indispensable presence of the insured person practicing a liberal or independent profession following the unavailability due to illness, accident or death of the insured person's designated professional replacement in the policy;
• Significant material damage to real estate owned or rented by the insured, including theft, occurring within 30 days prior to the departure date.
• Complications or disorders of the pregnancy of the insured or a member of her family up to the 1st degree, including premature birth occurring at least 1 month before term;
• And many other cases.

In the event of an interruption of stay, the insurance covers most of the cases provided for above as well as many other cases.

This insurance is valid for the insured, but also for all travel companions.

The premium amounts to 7.5% of the rental amount.

Click on this link to download the AXA Assistance terms and conditions.

This insurance covers damage to the property as well as:

• Its content;
• His games;
• His swimming pool;
• His possible small safe following the loss of keys;
• His front door after losing his keys.

The premium amounts to 3% of the rental amount.

Click on this link to download the AXA Assistance terms and conditions.

Ardenne Résidences is informed of any damage identified by the person responsible for the holiday home.

Once we receive notification, we will send you a form in which you will be asked to describe the damage as well as its causes and circumstances in which it occured.

At the same time, the person responsible for the holiday home will provide us with details of the reported damage.

As soon as we have received this information, your file will be forwarded to AXA Assistance who will inform you of the next steps.

Ardenne Résidences is informed of any damage identified by the person responsible of the holiday home.

Once we receive notification, we send a form to that person requesting details of the reported damage.

As soon as we have this information, we will forward it to you. We will then begin the resolution process.