First of all, our goal is to get you the most relaxing vacation you can get. And we want to help you. Therefore we never use any answering” service where real people, located somewhere else in the world, answer the phone in a company’s name.
That said, our staff is pretty busy and cannot sit tight while waiting for phone calls. And of course, it makes a difference if there is a lockout or just a basic billing question for next year.
So we have compiled a very brought FAQ list on our website where you can find answers to almost all aspects of your vacation.
So why wait for an answer when it is already there? Check it out here:
There are situations where the FAQ cannot help. Now we provide 2 ways to get in contact. Please do not send questions thru 3rd party emails like HomeAway or VRBO since these questions will not be received.
All issues including Billing, On-site Problems / Emergencies
Please send a detailed question thru our online form. Your question will be routed the minute you send it to the person able to help.
Questions like: “Please call back” without any specific information will most likely be put on the haystack of spam emails we receive.
So please, be as precise as possible and our staff will help you as fast as possible, often times the same day and in emergency situations within minutes.
For all non-emergency requests please expect a response within 24-48 business hours.
2.) Hotline (941) 328 9999
Please follow the voice prompts and leave a detailed message where your question needs to go.
Messages left without detailed reason or just a “please call me back” will be answered when our staff finds time. So please, please be as detailed as possible.
Non-emergency voicemails will be manually put into our support system and then be routed to the appropriate person.
In reality, any online written message gets faster response, skipping the 24 hours to put the request Info or system. Any double reported issues will always restart the process and delay any solution.
I hope this better helps understand the process.