How can we help you?

Most frequently asked questions from renters

Frequently Asked Questions

General

What is Vipio?

Vipio is a platform where unique overnight stays and special vacations are offered. The accommodations on Vipio all have the wow factor and are nights you won't forget for the rest of your life. Think about sleeping in a tree house, in a lighthouse, on a deserted island or in a romantic castle. You can find it all on Vipio.

Who is Vipio?

Vipio was founded by 3 former employees of the internationally known auction platform Catawiki. Together with a team of enthusiastic specialists they make Vipio the platform for unique stays and special vacations.

Login and account

How do I create an account on Vipio?

To create an account on Vipio, go to the homepage and click the green "Register" button at the top right. It is not necessary to create an account if you want to book an overnight stay on Vipio.

Is creating an account at Vipio free?

Creating an account on Vipio is completely free. We also do NOT charge a booking fee on top of the price set by the hosts. You do not need an account to make a booking.

When registering I get the message 'email address already exists'.

You can only create one account with one email address. You may have created an account with Vipio in the past. In that case it is best to request a new password. You can do so by clicking "Forgot your password?" on the login page. You will then receive an email with a link to the page where you can set a new password.

Will my data be shared with third parties?

At Vipio, privacy is of paramount importance. Your details will never be made public and we will never pass your details on to third parties. Only when you make a booking will your name and address be passed on to the landlord.

I forgot my password

If you have forgotten your password, go to the login page and click on 'forgot password'. You will then receive an email from us with a link which you can use to reset your password.

How can I change my password?

To create a new password, go to your profile page under 'My Profile'. On the left side you will find the heading 'Password'. Click on it and then you can change your password.

How do I log out?

If you are logged in and want to log out of Vipio you can go to your account from the homepage (top right of the menu bar). If you then hover your mouse / cursor over your name, a menu will appear. At the very bottom of this menu is Logout.

How can I delete my account?

If you want to delete your account, first go to your account page and then to settings. At the top right of this page you will see 'delete account'. Click on it and follow the steps.

Can I book with Vipio without an account?

Without an account you can book accommodation on Vipio from the fixed offer. After booking we do need your details so that we or the landlord can contact you if necessary.

What are favorites?

By clicking on the heart of the accommodation of your choice you mark it as your favorite. This way you can easily find the accommodation again.

Reservations

How to make a booking

Once you have found an accommodation on Vipio you would like to book you select an available date. If you want to book the selected date, simply click on book. This will take you to the payment page. After payment you will receive a booking confirmation.

How do I know if an accommodation is still available?

At each accommodation on Vipio there is a calendar. In this calendar you can see which dates are still available and which ones are occupied.

Can I see the address of an accommodation?

You will receive the address of an accommodation immediately after paying for the booking. Due to privacy laws we are not allowed to show the address details of accommodation before booking.

I would like to book one day less than indicated

Some accommodations at Vipio have a required number of minimum nights. In the calendar of this accommodation it is not possible to book less nights. The landlords have deliberately set this requirement and do not deviate from it.

I don't want to book right away. Can I take an option online?

The accommodations at Vipio are very popular and are often booked. Therefore, it is only possible to book directly.

Does a baby count as a person?

In principle, a baby counts as a travelling person. For each accommodation it is stated how many persons are allowed. This is the total number of adults, children and babies that may stay in the accommodation.

Can I change anything about my booking?

In principle you cannot change anything after you have made a booking. If you do have urgent questions about your booking, it is best to contact the landlord directly.

What happens after I have booked?

After you have booked, you will receive a booking confirmation by email. At the same time we will forward your booking to the accommodation. From the accommodation you will then receive any other information. NB Travel agreements are an exception to the 'Distance Selling Act' and are therefore not eligible for a 14 day right of withdrawal ('cooling off period').

I did not receive a booking confirmation?

Normally, the booking confirmation is sent to your e-mail address immediately after your booking on Vipio. If you have not received the confirmation after 15 minutes please check your spam-box (unwanted email). If the booking confirmation cannot be found there either, please send an email to info@vipio.nl with the problem and your name. It is possible that you can no longer find your booking confirmation. If you would like to receive your latest booking confirmation again please click here

I lost my booking confirmation

Of course, you may not be able to find your booking confirmation anymore. If you want to receive your most recent booking confirmation again click here

Is it possible to deviate from the minimum number of nights

The minimum number of nights you can book is deliberately introduced by the landlord. Unfortunately it is not possible to deviate from this.

How far in advance can I book?

The period that you can book ahead varies by accommodation. For each accommodation a calendar is displayed. This stops when you cannot book further in advance.

How do I know if an accommodation is suitable for disabled people?

Not all accommodations at Vipio are accessible to disabled persons. In the search result you can use filters on the left. By selecting the filter 'Disabled' you will see all accommodations which are suitable for disabled persons.

Can I bring my dog to an accommodation?

Not all accommodations at Vipio allow you to bring a dog (pet). In the search result you can use filters on the left side. Under the filter 'Characteristics' you will find 'Pets allowed'. By selecting this you will see all accommodations where you can bring a pet.

How long can you rent an accommodation?

It varies per accommodation how long it can be rented. However, most accommodations can be booked for a maximum of 3 consecutive weeks.

Can I ask the landlord a question before I book?

It is only possible to contact the landlord after you have booked and paid. However, we can forward important questions to the landlord prior to booking.

I can't select my preferred arrival or departure day

Some accommodations have fixed arrival and departure days. This means that you cannot arrive or depart on just any day. In the calendar you can only select those dates. Unfortunately these accommodations do not deviate from this.

Is a QR code / vaccination mandatory

For an overnight stay in detached vacation homes / accommodations, a QR code is not mandatory in the Netherlands. Hotels may be an exception. Please contact us to find out to be sure.

Invoice for business customers

When booking on Vipio, you enter into a direct agreement with the host. The booking amount you pay is therefore transferred via Vipio directly to the host. After booking, Vipio only provides a payment overview with the booking amount of the accommodation you have booked. However, the host is the 'selling' party and is always obliged to provide (business) customers with a correct invoice (incl. VAT). Please contact the host if you require an (VAT) invoice.

Cancel

How can I cancel a booking?

Landlords choose their own cancellation policy at Vipio, which may vary by accommodation. The conditions are clearly displayed in the advertisement on Vipio. To cancel, you must first create an account on Vipio. Once you have done that, go to 'My bookings' in the menu and select the booking you want to cancel. Then under actions choose cancel booking.
To avoid possible cancellation fees, you can always first contact the landlord/owner of the accommodation to ask if you can rebook. However, this is not always possible. Possibly a good travel insurance can then reimburse the cancellation costs.

Can I buy cancellation insurance from Vipio?

It is not possible to take out cancellation insurance at Vipio.

Can I cancel free of charge within 24 hours?

Because we understand that anyone can make a mistake, we allow our users to cancel a booking within 24 hours without the cancellation rules. However, we do charge a 10% administration fee for this 24-hour cancellation.

To be able to cancel, you must first create an account on Vipio. After you have done that go to "My bookings" in the menu and select the booking you want to cancel. Then under actions choose cancel booking.

Pay

When do I have to pay?

On Vipio you book inexpensively, safely and quickly. When booking, the total travel sum must be paid immediately. At Vipio you can pay with iDeal or credit card.

Can I also pay at the accommodation?

No, the travel price for renting an accommodation you always pay directly through Vipio and cannot be paid at the accommodation.

Can I pay in installments (spread out)?

No, the amount for a booking must be paid immediately in total. At Vipio you pay safely, economically and quickly via iDeal or credit card.

Who do I pay to?

The purchase amount is first transferred to Vipio. We transfer part of the money immediately to the accommodation. The other part we put safely in a so-called third-party account until you have checked in. Only then is the landlord paid in full from that account.

I have already paid, but forgot to use my discount code

Subsequent use or settlement of discount via a discount code or coupon is unfortunately not possible.

How do I get a discount code / action code from Vipio?

Vipio sometimes provides discount codes during promotions. Follow us on Facebook or Instagram to keep up to date with all our promotions.

Do I also have to pay a deposit?

Some accommodations at Vipio require a security deposit. If a security deposit is required, the amount is always clearly stated at the accommodation. The deposit always has to be paid upon arrival. It varies per accommodation whether you can pay it by pin or contact.

Does the rental fee I paid include all additional charges?

In addition to the rental fee, some accommodations have a number of mandatory additional costs. Think for example of the mandatory costs for final cleaning. There may also be optional costs. For example, for the use of towels. This is always stated in the accommodation on Vipio.

How can I pay at Vipio?

At Vipio you can pay via iDeal or credit card.

I have paid, now what?

If you have successfully completed the payment, your booking is final. You will receive a booking confirmation by email with information on how to proceed. Please read this booking confirmation carefully, because the processing is not the same for every booking.

Your stay / accommodation

Where exactly is the accommodation located?

After the payment of the travel sum you will receive a booking confirmation. On it you will find the exact address of the accommodation.

Can I arrive/depart at a different time?

If you would like to arrive and/or depart at a different time, in some cases this is possible. After booking you can contact the landlord to discuss this. Note: later check-in or check-out is an exception and not possible with all providers.

What should I do if no one is present (at the key address)?

If no one is present at the location or key address please contact the landlord. You can find the landlord's phone number on the booking confirmation you received from Vipio.

What should I do if something is not right during my stay?

If something is wrong during your stay you should contact the landlord. The landlord's phone number is on the booking confirmation you received from Vipio.

Is the accommodation cleaned or do I have to do it myself?

Unless otherwise indicated, you do not have to clean the accommodation yourself. However, we do ask that you leave the accommodation in a proper state (broom clean). In addition, it varies per accommodation whether the cleaning fee has to be paid on the spot or is included in the rental price.

When can I check in and/or check out?

Each accommodation on Vipio will indicate when you can check in and out.

Do I need to bring my own bed linen?

It varies per accommodation whether you need to bring your own bed linen. In most cases this can be found in the description of the accommodation. If it is not clear, you can always contact the landlord after booking. The phone number and email address of the landlord can be found on the booking confirmation you received from Vipio.

Do I need to bring my own towels?

It varies per accommodation whether you need to bring your own towels. In most cases this can be found in the description of the accommodation. If it is not clear, you can always contact the landlord after booking. The phone number and email address of the landlord can be found on the booking confirmation you received from Vipio.

Who is liable for damages?

The tenant of an accommodation is responsible for any damage caused. If there is any damage you should report it to the landlord of the accommodation (his/her details are on your booking confirmation).

Do I also have to pay tourist tax?

This differs per accommodation. At some accommodations, the tourist tax is already included in the travel sum, at other accommodations it is a mandatory fee that you must pay at the time of booking and it is also possible that you will have to pay the tourist tax at the time of check-out. Look carefully at the description and features of the accommodation. If there is no mention of tourist tax, this is probably included in the total travel sum.

Gift Card

Can I buy a Vipio gift card?

The Vipio gift certificate allows the recipient to choose an unforgettable overnight stay or holiday at Vipio. The Vipio gift certificate is therefore an ideal gift for a wedding, birthday, anniversary, Christmas gift, love gift or other occasion. Go to https://www.vipio.com/en/gift-card and put together your gift certificate.

How can I redeem the Vipio gift card?

After you have found a special stay at Vipio, choose a date and click on 'Book now'. On the next page, you are asked to enter your details. When you have finished, click on 'Confirm my booking'. You will then be redirected to the payment page, where you can enter the discount code printed on your gift card. The gift card's value will be deducted from the total amount of your booking.

What is the validity of a gift card?

The Vipio gift card is valid for 2 years from the date of issue. This date is shown on the gift card.

What are the terms and conditions of the Vipio gift card?

* The Vipio gift card can only be used when booking accommodation through Vipio.
* The Vipio gift card is valid for 2 years after its purchase, and the expiry date is shown on the gift card.
* The value of the gift card will be deducted from the total booking amount.
* The amount on the gift card must be used in one go.
* If the total booking amount is less than the amount on the gift card, the remaining balance will be forfeited.
* You can use a maximum of 1 Vipio gift card per booking.
* Under no circumstances can the gift card be redeemed for cash.
* A gift card cannot be used for a booking that has already been completed.
* The right of withdrawal does not apply to Vipio gift cards.
* Gift cards cannot be returned.
* If a booking that has been (partly) paid for with a gift card is cancelled, the amount remaining after deduction of the cancellation fee will be converted into a new gift card.
* Risk of loss and ownership of gift cards passes to the buyer at the time of the electronic transfer of the gift card to the buyer or the buyer's designated recipient. Vipio is not responsible for a gift card that has been lost, stolen, destroyed or used without your consent.

Experiences

Is Vipio trustworthy?

Meanwhile, Vipio has many thousands of satisfied users. Read below some of the experience of our users: ''Had an overnight stay through Vipio three times now and each time surprising and unique. Also a nice gift'' - Guus Grit from Groningen. ''Great site to book special stays - Thomas Siahaya from Vlissingen. ''Incredibly Fine clear site with beautiful locations to stay overnight. Look forward to next nights stays at unique locations'' - Mark de Vries. If you are looking for the reviews about Vipio or the reviews of accommodations on Vipio you can view them on our review page. Because only guests who have booked through Vipio can leave a review on our site you will always see only real reviews from guests. See all the reviews here: https://www.vipio.com/en/reviews/all

Where to find reviews of Vipio

If you are looking for the reviews about Vipio or the reviews of accommodations on Vipio you can see them on our review page. Because only guests who have booked through Vipio can leave a review on our site you will always see only real reviews from guests. See all reviews here: https://www.vipio.com/en/reviews/all
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