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Frequently Asked Questions

Answers to your questions

Looking to book a holiday apartment or villa with us? Here you’ll find answers to frequently asked questions.

When booking

How do I book a holiday home via Vivalacasa.eu?

Click on an available period in the calendar of your chosen accommodation and then select “Book your stay”.

Enter your details and choose any additional services.
Review the price breakdown, check your information, choose between ‘Reservation’ and ‘Option’, and agree to the Terms & Conditions. Then click the ‘Book’ button.
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Your booking will be confirmed immediately. You’ll receive a preliminary confirmation by email. In the meantime, we’ll check availability with the owner and once approved, we’ll send you a final confirmation by email

Can I also book by phone?

Yes, you can book your preferred holiday home by phone. Just give us a call. Have your details ready so we can arrange the booking for you. Once booked, you’ll receive an email confirmation right away.

Are there any unexpected fees or charges?

No. Before booking, you’ll see a clear overview of the total cost, including what’s included and any charges to be paid locally. Tourist taxes (if applicable) are also listed. You’ll never face surprise costs on arrival.

What do I need to pay, and when?

Your payment is made in two instalments:

An advance payment of 30 to 50% (depending on the property) is due within one week of booking and is deducted from the total amount.

The remaining balance (50–70%) is due six weeks before arrival. If you book less than six weeks in advance, the full amount is due immediately.

All payments are made via bank transfer. You’ll receive the payment details in your booking confirmation.

Do I need to pay a security deposit?

Most properties require a security deposit, which varies per accommodation. If a deposit is required, this will be shown in the booking overview and listed in your booking confirmation. You’ll also see whether the deposit must be paid in advance via bank transfer or in cash on arrival.

Where can I find the cancellation policy?

You can find our cancellation policy in the Terms and Conditions on our website: click here

During the booking process, you’ll need to agree to the Terms before your reservation can be finalised. These terms will also be sent to you again along with your booking confirmation.

Why does the price change when I increase the number of guests?

In some properties, extra charges apply per person – for example for bed linen, an extra bed, or tourist tax. That’s why the total price may change when you add more people.

Does a baby count as a full person in the travel party?

No distinction is made between adults, children, and babies – all travelling guests count. However, most properties allow 1 or 2 babies (aged 0–2) in addition to the listed maximum. If this is the case, it will be clearly noted on the booking page. Any further exceptions are explicitly mentioned in the property description.

​​​​​​​The maximum number of guests per accommodation is always clearly stated and must not be exceeded due to insurance regulations.

How do I know my online booking was successful?

As soon as you click ‘Book’, you’ll receive a confirmation email. If you haven’t received anything, check your spam folder or make sure your email address was entered correctly. Still nothing? Please contact us and we’ll check it for you.

I didn’t receive a booking confirmation – what should I do?

If you haven’t received a confirmation after booking, get in touch with us so we can check your details and make sure everything is in order. Be sure to check your spam folder first – sometimes emails end up there.

Before arrival

What are the check-in and check-out times?

As a rule, you are expected to arrive between 4:00 PM and 7:00 PM on the day of arrival. On the day of departure, the holiday home must be vacated by 10:00 AM, unless otherwise stated in your travel documents, which we will send to you well in advance. You can agree on the exact check-in time directly with the owner or property manager.

How do we get the key?

Details about how and where to collect the key are provided in your travel documents, which we will send you well before your arrival. These documents include the address of the property and the contact details of the owner or manager, whom you should contact on the morning of your arrival.

We’re arriving late – is that a problem?

If you plan to arrive outside the standard check-in times, please inform the owner or manager in advance. Their phone number can be found in your travel documents. In most cases, a later arrival is not a problem.

We’re bringing a baby. Do we need to bring our own cot and highchair?

If you inform us in advance that you’re bringing a baby, a made-up baby cot and a highchair will be provided at the accommodation.

We’re bringing a pet. What do we need to keep in mind?

When travelling within Europe, you must carry a pet passport for your dog or cat as proof of a valid rabies vaccination. For specific questions about travelling abroad with your pet, please consult your veterinarian.

During your stay

Who can we contact if there are problems with the accommodation?

For any issues related to the property, you can contact the owner or property manager directly. They are responsible for making sure everything in and around the holiday home works properly. You’ll find their contact details in your travel documents.

Where can we find a bakery, supermarket, ATM, etc. nearby?

Well before your arrival, you’ll receive a separate document along with your travel information containing all practical details about local shops, restaurants, beaches, sights, events, and more. If anything is missing, feel free to ask the owner or manager for tips.

Is there a coffee machine – and what kind?

We don’t always have full details about every property, as things can change. However, there is always a coffee machine available. If you’d like to know the specific type or brand, we can find out for you.

Coffee and capsules are widely available in local supermarkets. In many cases, the owner also provides a starter supply – so there’s no need to bring your own from home. If there's a capsule machine, just ask the owner or manager at check-in where to buy the right ones.

Where can we get medical help?

For minor ailments like insect bites, eye or ear irritation, or a cold, the local pharmacy is your best option.

If you need urgent medical attention, go to the Guardia Medica (turistica) or the emergency department ("Pronto Soccorso") at the hospital in Fermo, Ascoli Piceno, or San Benedetto del Tronto. Register at the reception desk and wait to be called.

You can also ask the owner or property manager for advice – they’ll know the best place to go and are often happy to help or even accompany you.

We love cycling. Is that doable in the area?

That depends on what kind of cycling you’re looking for. If you’re up for a sporty ride on a road bike or mountain bike, there are some great routes through the hills.

If you prefer a more relaxed way to explore the area, we recommend using an electric bike. It makes it much easier to get over the hills and lets you enjoy the scenery to the fullest.

And don’t worry: Italians are becoming more and more used to cyclists on the road – they’re generally respectful. Just avoid riding side by side, as that tends to annoy them.

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