Help

We work with a large network of established property managers and local agents in every popular holiday destination across the globe. If you have any problems during your stay, please contact the local agent contact number provided (the details of which will appear in the ‘Directions to Property’ email). For any general enquiries about our rentals, please use the Contact Page.

• Q. Who is Travelopo?

  Established since 2011, Travelopo work with a large network of established property managers and local agents across the globe offering a wide range of high-quality and professionally-maintained properties across 192 countries. Our team of experienced travel agents provide expert advice and assistance to help book the perfect holiday rental accommodation.

• Q. How secure is booking through Travelopo?

  Travelopo is an ultra-secure booking service. We handle secure payments abiding by the PCI Security Standards Council with debit and credit card.

• Q. How soon do I have to pay my deposit and remaining balance once I have confirmed my booking and dates?

  Our team will reserve your dates for 24/48 hours while we wait for your payment to clear. The rest of your holiday rental balance will be due 72 days before your holiday begins. You will be sent an automated reminder via email to pay.

• Q. What payment methods do you offer?

  We accept all major credit and debit cards, excluding Amex. We can also receive bank transferPayments. We always send out an automated confirmation email as soon as we have received your payment.

• Q. Can I make payment in installments?

  We request payments are made in full at the given timeframes (the deposit up to 48 hours after your reservation and remaining balance 72 days before your holiday begins). After your deposit payment, and before the balance payment, you can make extra installments.

• Q. What is the Accidental Damage Waiver?

  The Travelopo Accidental Damage Waiver is a non-refundable fee which covers you for accidental damage of up to £200 per property.

• Q. Do I have to complete my booking form?

  All travelers must be included on the booking form as required by law. Passport information may also be requested. We also ask you to include arrival details. This information helps ensure a smooth arrival and departure, to and from resort.

• Q. Do I have to pay a refundable security deposit?

  Many properties will require a refundable security deposit. This may be payable at time of booking, with your balance or on arrival. Your security deposit will be returned after inspection of the property. Depending on the agent, this may not be refunded until 14 days after your departure date.

• Q. Is there a minimum age for making a booking?

  You must be 18 or over to make a booking unless otherwise stated.

• Q. Do I have to pay tourist tax?

  Local tourist taxes are required by law. Details of this will be provided at the time of booking.

• Q. Do you allow youth groups in the rentals?

  Some properties have strict age or same-gender-group restrictions. Usually speaking this is all groups under the age of 25. It is important this is discussed with your sales agent at the time of booking. We cannot be held responsible for any cancellations due to non-disclosure of this information.

• Q. What is the maximum number of people allowed to stay in my rental?

  The maximum number of people allowed to stay in the property will be clearly stated on the property information – this must not be exceeded.

• Q. What ages are classed as infant, child and adult?

  Infants who require a cot are aged between 0-2 years old. Children are between 2-12 years old. Those aged 12 years old and above are classed as adults.

• Q. When will I receive directions to my rental and instructions on gaining access?

  Directions to your rental will be sent to you at least 10 days prior to your arrival, once the full balance has been received and your booking form is completed.

• Q. How can I make changes to my booking?

  Any amendments to bookings must be authorised by our reservations team. There will be a £25 fee per amendment. Our reservations team will be happy to assist with any amendments you require. Please contact reservations@travelopo.com with your booking reference number in the title.

• Q. What happens if I need to cancel my rental booking?

  All cancellations must be submitted in writing by the lead member of the booking. You will also be liable for the appropriate cancellation charge set out below:- More than 72 days before departure: Loss of deposit Less than 72 days before departure: 100% Your travel insurance should cover you for a range of cancellation reasons.

• Q. Can I book flights with you?

  Travelopo provides links to third party websites where you can compare costs, browse the best deals and book your flights.

• Q. Can I book airport transfers with you?

  You can browse airport transfer deals through a third party link on the Travelopo website.

• Q. Can I organise car hire with you?

  You can browse car hire deals through a third party link on the Travelopo website.

• Q. Can I organise travel insurance with you?

  We recommend that appropriate travel insurance is obtained to cover you for any issues during your stay. Our preferred partner offers an affordable and reliable service for a variety of policies, including tailored-policies for pre-existing conditions and annual travel insurance.

• Q. What are the entry and departure times for my rental?

  Typically, the entry time for your rental is after 4pm on the day of arrival, unless otherwise stated. To ensure the properties are prepared for the next guests, a departure time of 10am is required. Unfortunately, it is not possible to vacate the rental after this time.

• Q. Do you offer flexible arrival days?

  Some properties can offer a flexible arrival day, please check availability for this with your rental consultant when making your booking.

• Q. Who do I contact for assistance during my stay?

  We will provide you with the local agent contact details prior to your departure. Our customer service team will also be available to assist you during your stay (please email reservations@travelopo.com).

• Q. What items can I expect at my rental?

  Most main facilities are included on the property description. Bedding and towels are usually provided unless otherwise stated. Kitchenware is provided as per the basic property inventory but it does differ from house to house. Please note that toilet paper, washing up liquid/dishwasher tablets, cleaning detergents/cloths and toiletries are not always provided. Items such as salt and pepper and other condiments are not provided in your self-catering accommodation due to health and safety reasons. Please discuss any special requirements you may have with your rental consultant.

• Q. Will my rental be supplied with bedroom linen, towels and hair dryers?

  Generally, bedroom linen and towels are provided in the properties, however some may require additional charges and request pre-booking for these items. Please check the property information when booking your rental. We do not provide our guests with beach towels and hair dryers, unless otherwise stated.

• Q. Will my rental be supplied with an iron and washing machine?

  Usually all our rentals provide guests with an iron, ironing board and washing machine, but unfortunately, this cannot be guaranteed. Ask your rental consultant to verify this information.

• Q. Will there be a cot and highchair available in my rental?

  Most properties can provide cots and highchairs but these items must always be requested in advance and there will be additional charges for them.

• Q. Will my rental have Internet and WiFi?

  If Internet and WiFi connections are available, it will be clearly stated on the website. Please note that the signal quality cannot be guaranteed and video streaming services may also be restricted. There may be other restrictions due to technical issues or high demand. The supplier cannot guarantee the availability of the service, download speeds or that the service will be compatible with your devices. Your use of these services must not be unlawful.

• Q. What channels can I expect to watch on the satellite TV in my rental?

  Satellite TV packages will differ from country to country and will usually offer a limited number of English-speaking channels, unless otherwise stated. In some circumstances, you may only receive one basic channel.

• Q. Will my rental swimming pool be heated?

  Properties with heated swimming pools are clearly stated on our website. There may be extra charges for this facility.

• Q. Will a welcome pack be provided on arrival to my rental?

  Welcome packs are not usually provided. Please email reservations@travelopo.com if you would like to request one at an extra cost (unfortunately availability is not always guaranteed).

• Q. Can I bring my pet(s) with me?

  Pets are not allowed at most properties, however, some selected properties will allow pets – this is always strictly upon request and by confirmation of the property owner. Please ask your rental consultant if this is possible when booking your rental – an extra fee may be required.

• Q. Is there a maid service provided with my booking?

  This will differ depending on the property booked. Most properties will offer a change of towels and linens for a two week stay unless otherwise stated. There may be a charge incurred for maid/cleaning services. Please check with your rental agent at the time of booking.

• Q. Will I need to bring my own travel adaptor plugs?

  These are not provided and therefore you will need to bring any relevant adaptors for electronic equipment.

• Q. Can I host a special event at my rental?

  Any event must be declared to the supplier, confirmed and accepted. Any large event exceeding the maximum number of guests (as stated in the property information) is always upon request and extra charges will apply – please discuss this with your rental consultant when booking.

• Q. Can you provide me with information on passports, visas and health requirements?

  We recommend you contact the appropriate authorities to obtain this information.

• Q. Who should I contact at Travelopo with my specific query?

  If you have any questions regarding your upcoming holiday, please email reservations@travelopo.com. For all account queries, please email accounts@travelopo.com. If you would be interested in listing properties with Travelopo, please email all details to partners@travelopo.com and a member of our team will contact you shortly.

• Q. Where can I leave feedback regarding my holiday rental?

  We value all customer feedback and would love to hear about your holiday experience. Please email your comments to feedback@travelopo.com. If you wish to file a complaint, please contact the local agent for your property who is your first point of contact and will be able to assist you. Your local agent’s contact number can be found in the ‘Directions to Property’ email. He/she must be notified of any issues at the time in order to be able to assist you – please do not wait until you have returned from your holiday. You can also obtain assistance at reservations@travelopo.com.