Frequently asked questions about booking a holiday home

When and where do I get my holiday home key?

In your rental agreement, which will be emailed to you after booking, you will find all the information about when and from which Esmark office you can collect the key for your holiday home. The key will be ready by from 3 pm for collection on the day of arrival.

Please show us your rental contract (on your mobile phone is sufficient) and don't forget your ID to be on the safe side. We can often hand over the keys before you arrive. If you have given us your mobile phone number, we will automatically send you a text message if your holiday home is ready for you to move in before the arrival time according to the rental agreement.

Can I arrive outside of opening hours?

If you arrive outside our normal opening hours, you will find the key to your holiday home and our information guide in an envelope with your name on it in the key room of the Esmark office, where you must collect the key.

You will find the address of the office in your rental agreement, which we will send to you by e-mail. Through your guest login on my.esmark.com, you will have access to your digital consumption register, where you can enter all the meter readings in the house for billing purposes.

Can I contact Esmark after office hours?

Our 24-hour on-call service is always available for you if you need our help. Outside our opening hours, our emergency service takes over the phone so that you can reach us around the clock during your stay.

Can I leave outside opening hours?

If you plan to check out early and leave outside our office hours, that’s no problem at all. Please remember to enter all meter readings in your digital consumption cost statement, which you can access via your guest login at mein.esmark.de (currently available in German and Danish only). Afterwards, simply drop both keys into the letterbox at the office where you picked them up on arrival.

If you are not yet using the digital consumption cost statement and have received a consumption cost slip, please fill this out and put it in the envelope together with the two holiday home keys and the money for the consumption costs. You can also pay the costs conveniently by direct debit. Then simply drop everything together in our letter box at the office where you received it on your arrival. 

Detailed information on direct debit payment can be found on the consumption cost slip or in your guest login under the section 'Consumption cost billing’.

Please remember: Borrowed items must also be returned to the office. You can leave them in the key room at any time.

When do I have to pay for the holiday home booking?

• The 1st installment is due 4 days after booking and amounts to 35% of the rent plus processing fee.

• The 2nd installment is due at least 50 days before arrival and amounts to the remaining 65% of the rental price plus optional extras.

If the contract is concluded less than 50 days before the start of the rental period, the total amount must be paid immediately. The terms of payment and the bank details for the transfer are indicated in the rental contract. Please be sure to meet the payment deadlines. You can also find more information in the Rental Terms and Conditions.

How can I pay for the booking?

Please transfer the money to our German bank account at Sydbank in Flensburg, the bank details can be found in your rental agreement. Unfortunately, card payment is not possible at the moment.

Can I book additional people after I have made my booking?

Yes, without any problems. However, the holiday home may not be occupied by more people than the maximum number of persons permitted (see house description).

Can I buy a holiday home voucher?

Yes, very much so. If you would like to treat someone to a voucher from Esmark, you can order the voucher directly online from us. You can also send us an email with your details: [email protected]

Do I have to pay an extra fee for pets?

You can bring up to 2 pets free of charge if the owner allows 2+ pets in the house. You can find more detailed information on the respective house page. If you bring more than 2 pets, you will have to pay a fee of 28,- EUR per extra pet. IMPORTANT: It is only permitted to bring more than 2 pets if this has been agreed and authorised with us in advance.

Can I rent a high chair from Esmark?

If there is no high chair in the holiday home, you can borrow one from Esmark free of charge. All you have to do is pick it up and return it to the Esmark office where you received your key. We can also deliver the high chair directly to your holiday home for an additional fee.

Can I rent a cot from Esmark?

You can rent a travel cot from us free of charge. You just have to collect it yourself from the Esmark office where you got your key and bring it back.

What additional costs will I have to pay?

Upon arrival and departure, you must read the electricity meter and any other energy sources (water, district heating, oil heating) and settle the units used with us at the office on departure. You can see which additional costs will be charged in your rental agreement.

• For classic holiday homes with a spa and sauna, the average consumption is approx. 120,- Euro per week.

• For holiday homes with a swimming pool, the average electricity consumption is approx. 500,- Euro per week.

However, these are only very rough averages, as the costs can vary greatly depending on the construction, size of the holiday home, time of year, outside temperature, number of people and use of the pool or electrical appliances. You can keep an eye on your consumption at all times and check the meters regularly during your holiday.

If you would like to know more about the average consumption costs for your desired holiday home before booking, you can always call us or send us a message.

Can I change my booking (rebooking)?

According to our rental terms and conditions, rebooking or transfer of the rental contract is not possible until 60 days before the start of the rental period, subject to a rebooking fee of € 89.00. Rebooking is only possible within the same calendar year. A later rebooking or transfer is considered a cancellation

Do the names of all travellers have to be given?

No. We only need a name for the tenancy agreement.

What do I do if I have to cancel due to illness?

Please contact our team via Mail or telephone contact. 

Processing fee – What does ‘inclusive’ mean?

For greater price transparency, we have already included the processing fee in the rental prices displayed on our website. This means that our guests know exactly how much the total price including the processing fee will be before they book – and there are no surprises later on in the booking process.

For accounting reasons, we still have to show this fee separately in the booking process and in the rental agreement – but the final price displayed remains unchanged, of course.