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FAQ - frequently asked questions

Answers from Hispanoa to your most frequently asked questions. If you can't find the answer to your question, don't hesitate to contact us.

 

What guarantees can I have regarding the existence and seriousness of Hispanoa agency?

You can find all the information about us.

 

Choosing and booking your vacation rental:

Legally, as soon as an intermediary company in our field, is a depository of clients' money on behalf of third parties, in this case, the local agencies managing the rentals, it is required, to guarantee the money you entrust to it, to have:

  • Contractual financial guarantees with a banking institution. Our financial guarantee: APST No. ID7020. Contractual financial guarantees with a banking institution. Our financial guarantee: APST No. ID7020.
  • Special civil liability. ALLIANZ 53597718.
  • Registration in the register of travel and holiday operators ATOUT France IM042190010.

These guarantees are there to cover you in case of bankruptcy or malpractice.

Be cautious as many companies on the internet do not have this status and these guarantees.

The Hispanoa website is updated very regularly, so all the listings visible for the selected dates are considered available. To stay as up-to-date as possible with availability, HISPANOA advisors update the schedules we receive from the rental agencies twice a day.

Local agencies work with many reservation centers throughout Europe, and despite our reactivity, it is possible that two reservations on the same reference from the same owner may overlap. In these rare cases, you will be immediately notified by email and/or phone, and we will offer you a selection of available rentals that match your criteria. If you do not find a rental to your liking in this selection, you will be immediately refunded the full amount you may have paid.

In all cases, as a security measure and out of respect for our customers, no payment is made without receiving written confirmation of the availability of your accommodation from the local agencies, which they confirm within 1/2 hour during office hours.

Our offices are open

1 - From September to December, from Monday to Friday, from 9:30 AM to 6:00 PM.

2 - From January to August, from Monday to Friday, from 9:30 AM to 6:30 PM.

3 - Open on Saturdays and Sundays between June and August from 10:00 AM to 6:00 PM

4 - Open on public holidays from 10:00 AM to 6:00 PM

Hispanoa can provide you with information. Contact one of our advisors at 04 77 50 39 48 during the hours mentioned above. All HISPANOA advisors regularly visit the destinations we offer, so they will be able to advise you on the rental and recommend a destination based on the type of vacation you want to have (relaxing, festive, cultural, suitable for your children of various ages, etc.).

Yes, if you have found a reference that matches your criteria but you want to show it to your spouse or friends, we can reserve this reference for you for a period of 2 to 3 days (depending on the stage of the season), with no financial commitment on your part. However, we ask you to keep us informed, regardless of your decision, so that we can release this reference if necessary for other customers. Please note that all options must be requested by phone from one of our advisors at 04 77 50 39 48.

You can find all the information and the steps to follow on how to book. If you encounter any issues, please do not hesitate to contact us at 04 77 50 39 48.

This information is important, especially if you have purchased cancellation insurance. If one of the families whose name is listed on the reservation is required to cancel for reasons covered by the insurance, their portion is covered proportionally. You can find the coverage details in the cancellation insurance.

 

Insurance

For it to be valid, insurance must be purchased at the time of the reservation.

For all the information on cancellation, repatriation, and property liability insurance, please refer to our document on insurance.

We recommend that individuals who reserve a vacation rental check whether their home insurance includes a "holiday" clause. This supplementary coverage specifically covers damage (fire, water damage, theft, etc.) to the rented property and neighboring properties during the rental period. It is often included in multi-risk home insurance policies at no additional cost. If your home insurance includes such a clause, check with your insurer about its scope and whether it is sufficient to cover the value of the rented property. If it is, ask your insurer to provide you with an insurance certificate.

 

Payment for Your Stay

We offer various types of payments:

  • Online payment by credit card: Accepted cards include Carte Bleue, Mastercard, Visa;
  • Payment by check;
  • Payment by holiday vouchers and ANCV connected holiday vouchers;
  • Payment by phone at 04 77 50 39 48;
  • Bank transfer.

Find more information on payment methods.

Providing your credit card number on the internet is safe as long as you do it within a secure procedure, recognizable by two indicators:

  • A small padlock in Internet Explorer, a blue background with a key or an open padlock that closes in Firefox/Netscape at the bottom of your screen;
  • The http:// of the website address becomes https://.

HISPANOA has chosen Crédit Agricole as a partner and the online payment system PAYZEN, known for its reliability in internet transactions. We have also implemented the 3D secure system for better protection.

Yes, Hispanoa accepts holiday vouchers and ANCV-connected holiday vouchers. To learn more about the sending procedures, click on this link payment.

As soon as you make a reservation request on our site, you will automatically receive various emails:

1- An email confirming your registration on our site with your username and password, which will allow you to access your customer area at any time to track the progress of your reservation.

2- A reservation request email that includes the reference, dates, and rental amounts you have chosen.

3- If you have made the payment of your deposit by credit card, you will receive a receipt email for your deposit. Or if you have chosen another payment method, an information email will include the amount of the deposit and the necessary information for sending it.

Yes, of course, upon receiving your deposit, you will receive the following documents via your email:

1- Your RESERVATION CONFIRMATION, which includes the description of your rental and price details. We will ask you to verify it and confirm its receipt.

2- At the time of the balance payment for your reservation, you will also receive your ENTRY VOUCHER by email, providing you with all the necessary information for your arrival, including reception hours, phone numbers, and the address for check-in. You should have it with you to present to the agency or property owner who will welcome you.

Sometimes, certain anti-spam filters or antivirus software redirect emails that contain computer links, like ours, to your email inbox's spam or junk folder. Check this folder, and you will find our emails along with others that you thought you hadn't received. If you cannot find any trace of your documents, contact us, and we will resend them to you in another format or simply by postal mail.

If you have received all the confirmation emails, everything is in order. However, on some destinations, we work with partners who have many identical references in the same residence. Therefore, there is always a description that remains active as long as there is availability.

Rest assured, it's not out of curiosity that we request this information. Foreign local agencies, in case of police checks, must be able to provide the list of people present in their rentals.

It is possible for some of the rental agencies we work with. On the other hand, some insist that the balance be paid on the day of arrival. Contact us at 04 77 50 39 48 for more information. In the case where this option is available, the payment must reach us at the latest one month before the date of your stay.

If no payment has been made, contact us to inform us. But theoretically, if you have chosen a different method of payment than a credit card, one of our advisors will contact you to validate or not your reservation request.

Any cancellation must be notified to us by registered letter with acknowledgment of receipt. The amount of the fees can be found in our general conditions in the CANCELLATION / MODIFICATION section. In case of dispute, being a member of the APST under the number ID7020, the tourism mediator can be contacted on the website: www.mtv.travel.

In accordance with Article L121-16 of the Consumer Code, in the case of an online transaction, the consumer has a 7-day withdrawal period, with the exception of contracts for the provision of accommodation, transport, catering, leisure services, which must be provided on a specified date or at specified intervals, therefore, the services provided by HISPANOA fall under the scope of the exception, and the cancellation conditions in the general conditions will be retained.

 

Your holiday rental and your arrival:

They are accepted by some owners; you will find this information in each description. It is imperative that we be notified, to confirm authorization by the owner and to include it in the rental agreement to avoid any dispute on the day of your arrival. A supplement may be required. If your pet is accepted, make sure all vaccinations are up to date and have its vaccination record in case of customs or police checks.

All the necessary information for your arrival is contained in the ENTRY VOUCHER you receive by email at the time of your final payment or balance for your rental. It includes the address of the agency or property owner, arrival times, phone numbers, and a map. Make sure you verify that you have received this document and have it with you on the day of your arrival. You will need to present it to the person who welcomes you.

Your ENTRY VOUCHER, and for international destinations, don't forget to bring your valid ID cards in case you are checked at the border.

First, contact the agency or property owner who is waiting for you. The phone numbers are on your ENTRY VOUCHER. You can work out the details of your arrival with them.

You can contact the people who are waiting for you at the phone numbers specified on your ENTRY VOUCHER. Don't panic; stay calm!

Generally, rental addresses are not disclosed for two reasons:

1- You need to go to the agency's office managing your rental to complete administrative paperwork and, if necessary, make the balance payment before heading to your vacation residence.

2- To avoid disturbances and issues arising from unscheduled early arrivals, in consideration of the current tenants' peace. Therefore, the tranquility of everyone is preserved.

As a general rule, check-in is typically available from 4:00 PM until 8:00 PM, and check-out is at 10:00 AM. Precise details are included in your ENTRY VOUCHER.

You must notify the local agency or property owner immediately, and they will contact the appropriate technical services to resolve your issue.

Interior equipment in photos may not necessarily be the same as what's provided for renters. Photos may have been taken when the owner occupied the property and used their personal items and appliances. The presence of air conditioning in photos doesn't guarantee that the rental is air-conditioned. Specific details are provided in the property description. If there is a note for air conditioning, it doesn't necessarily mean the entire property is air-conditioned. The number and location of units may vary from one rental to another, and such details may not be explicitly specified. This information can be provided on a case-by-case basis; don't hesitate to ask us. When "TV satellite" is mentioned, it doesn't guarantee broadcasts in the French language. Broadcasts are often in the owner's language. The mention of French channels typically includes TV5 Monde. Concerning internet availability, the quality of the connection may vary due to weather conditions and network congestion.