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Coins Secrets

Frequently Asked Questions

On this page you will find the answer to the most frequently asked questions regarding bookings and how to search and find a holiday rental on our website. You will find the answers to these questions in the corresponding categories.

About Coins Secrets

Who are we ?

Started in 2006, Coins Secrets is a holiday rental agency, specialized in charming and prestigious holiday rentals.
We offer a large choice in holiday rentals in Provence, at the Côte d’Azur, in Savoie, Haute Savoie and the Dordogne.

Coins Secrets Real Estate proposes a website for houses for sale : www.lesdemeuresdanca.com

What kind of service Coins Secrets proposes ?

Coins Secrets is a rental agency. Each house has been selected and visited before entering our offer. 

How can I reach Coins Secrets ?

If you would like any further information, you can contact us via one of the following forms:  

We will reply to you as soon as possible.

You can call us on phone number: 00 33 490 480 020, from 9 AM to 5:45 PM (Monday to Friday, french time), and from 9 AM to 12 AM (Saturday, french time). We speak English, French, German and Dutch.

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How to use our website ?

How do I subscribe to Coins Secret’s Newsletter ?

To subscribe to our newsletter please go to the first page of our website, on the bottom left corner of this page you subscribe in the form “Newsletter”. Choose "holidaymaker" and write down your name and e mail address, then click "OK".

How to unsubscribe ?

To unsubscribe to our newsletter please go to the bottom of a newsletter you received, and click at "unsubscribe".

What is an alert ?

In case you did not find any house available that matches your criteria, we propose you to create a search alert. As soon as Coins Secrets enters a new rental that matches your criteria, or in case of cancellation of a matching house, you will immediately be informed by email. 

How to create or remove a search alert ?

To create an alert :
To create an alert you go to the first page and proceed to a QUICK SEARCH (at the top left of the first page). Please enter here your search criteria and mark OK. A page with search results shows up, and at the top right corner of this page you click at CREATE AN ALERT. Please enter your search criteria as well as your e mail address and click at CREATE THIS ALERT.

To cancel an alert :
To cancel your alert please click on the corresponding link in the alert you received.

How do I find a rental at Coins Secrets website ?

Search quickly by using one or more search criteria at the same time :

Direct search :

  • Search per area or sleeping capacilty
  • Search on the map : for each area all rentals are marked on an interactive map. Through a click on the house of your interest you can view the entire description of the rental.
  • Search on city or village name : Search all rentals within 10 km from the village / city of your choice.
  • Search by key words: Search all rentals matching your key words : Internet access/ vineyard / golf course within 10 km / tennis court / special holidays / pets allowed / beach / ski resort

Multi criteria search :

Search by more criteria at once :

  • Availability
  • Area
  • Situation
  • Capacity
  • Facilities
  • Special offers

end faq

Booking

How do I book ?

You can confirm your booking by e mail or Phone. We will send you the rental contract by e mail. 

Your booking is confirmed after reception of the signed contract and payment of the deposit.

Payment conditions : 

  • Payment of a 25 % deposit at reservation.
  • Payment of the balance 4 weeks before arrival.

In case of booking within 4 weeks before arrival, the entire rental price has to be paid at reservation. 

General conditions : Click here to see the general conditions

Can I get the exact address of the rental ?

You will receive the exact address of the rental after your booking confirmation and payment of the deposit. For reasons of privacy towards the owner we can not communicate any addresses without a booking. Of course we can give you all additional information regarding the environment and situation of the house. Any possible minor nuisance, visual or noise (in case there is any) is mentioned in the description of the house. 

Can I bring my pet ?

Not in all rentals pets are allowed. On the website, on top of each rental description, the pictogram with the dog indicates if pets are welcome or not. To select only rentals where pets are welcome, please search through  "QUICK SEARCH" and “+ MORE CRITERIA”.

Does a baby count as a full member of our party ?

The house owners determine the sleeping capacity of their house. Each rental is proposed for a maximum number of people, babies included, no matter their age. It is important to respect the maximum capacity; the capacity is a part of the rental contract.

Are towels and bed linen foreseen ?

Not all rentals provide towels and bed linen. You can find this information at the bottom left corner of the description (below the prices). 

We planned to bring some extra friends… Can we surpass the indicated sleeping capacity of the rental ?

Each rental is proposed for a maximum number of people, babies included, no matter their age. Please consider this at reservation. In case you surpass the capacity during your stay a supplement can be charged, or access to the rental can be refused.

Is it possible to have a cot and high chair at our disposition ?

In some of the rentals a cot and/or a high chair are foreseen. You can find this information in the description under “INTERIOR EQUIPMENT SPECIFICATIONS” 

Is it possible to book only for a weekend or for a few days ?

Most of our rentals are on a weekly basis, from Saturday to Saturday. However some of our rentals are also available for a few days. To find these properties you choose the search bar under "Length of stay" the item "a few days".

Is it possible to arrive another day ?

We propose weekly rentals, with changeover on Saturday. However some of our rentals are also available for a few days with arrival any day. To find these properties you choose the search bar under "Length of stay" the item "a few days".

Can I visit the rental before booking ?

It is not possible to visit the rental, of course we are at your disposition to answer all eventual additional questions regarding the rental.

I paid the balance but haven’t received the voucher ?

After reception of the balance we send you per e mail a voucher, with the address, road indications and the name and phone number of the person responsible for your welcome.
In case you did not receive this voucher yet :

  • We might not have received the payment of the balance yet
  • The e mail with the voucher we sent you could have been blocked in your SPAM WALL

In this case please contact us so that we can send you another voucher.

end faq

Payment, deposit and damage deposit

Payment conditions

At reservation we require a 25% deposit. The balance has to be paid 1 month before arrival.
In case of a booking with arrival date within 4 weeks, the full amount has to be paid at reservation.
See General Conditions

How to pay ?

You can pay on line with your credit card (VISA, EUROCARD, MASTERCARD) or by bank transfer. No American Express.

What is covered by the Insurance Coins Secrets proposes ?

  • lCancellation insurance (in case the reason of your cancellation is part of the cancellation conditions) your deposit and balance are covered.
  • Interruption of your stay (in case your motive is mentioned in the insurance conditions)
  • Damage caused to the rental during your stay
  • Your transport home in case of a serious accident

On your request we can send you the Insurance policy. 

Am I obliged to take out this insurance ?

No, you are not obliged to take out the insurance we propose. However, you are obliged to be insured against any possible damage to the house during your stay. In France the insurance companies will always turn against the tenant in case of any damage caused to the rental during your stay. Therefore we require an insurance certificate from your side in case you do not wish to take out our insurance to make sure you are insured in case of any damage during your stay.

The damage and cancellation Insurance we propose covers you in case of : 

  • Cancellation (in case the reason of your cancellation is part of the cancellation conditions) your deposit and balance payment are covered.
  • Interruption of your stay (in case your motive is mentioned in the conditions)
  • Damage caused to the rental during your stay
  • Your transport home in case of a serious accident

When do I have to pay the damage deposit ?

The damage deposit has to be left to the owner or his representative, at arrival in the rental. The damage deposit can be paid in cash, bank cheque or Traveller's cheques. To avoid exchange fees the damage deposit can also be paid in a foreign currency. Credit card is not possible.

What is the amount of the damage deposit ?

The amount of the damage deposit is determined by the house owner and can therefore be different for each rental. The amount of the damage deposit is mentioned on the website below the prices, and is also mentioned in your rental contract. 

When do I get my damage deposit back ?

Most house owners return the damage deposit after a short inspection at your departure. Of course on condition that there has not been caused any damage during your stay. However, the French law allows house owners to return the damage deposit within 15 days after your departure. Therefore this delay of 15 days for the return of the damage deposit is marked in the contract. 

end faq

Cancellation

How can I cancel my booking ?

In case of cancellation you have to contact Coins Secrets as soon as possible by e mail or telephone. 

Do I get my payment back in case of cancellation ?

In case you took out the cancellation and damage insurance we propose, and (in case the reason of your cancellation is part of the cancellation conditions) your deposit and balance payment are covered according to the insurance conditions.
In case you did not take out the cancellation and damage Insurance Coins Secret proposed :

  • In case of cancellation before 6 weeks before arrival, you will loose your deposit.
  • In case of cancellation within 6 weeks of your arrival, the balance is due as well.
  • In case the rental can be rented by Coins Secrets against the same conditions, you will only loose your deposit.

In any case you also have to inform us by letter about your cancellation. Show general conditions

end faq

Arrival and departure in the rental

How do I receive my rental contract and voucher ?

As soon as we have received your entire payment (4 weeks before arrival) and rental contract you will receive by e mail the voucher with all the necessary information for your stay. 

How do I get the address of the rental ?

You will receive the address and road indications in the voucher.

What time can I arrive ? What to do in case of delay ?

The contractual arrival hour is on Saturday between 5 PM and 7 PM. In the voucher you have the name and phone number of the person in charge of your welcome. You have to contact this person yourself to inform about your estimated arrival hour. In case of any delay you can re-contact this person to make arrangements for a delayed arrival.

Is it possible to arrive earlier ?

The contractual arrival hour is on Saturday between 5 PM and 7 PM. In between the departure of the previous guests and your arrival the rental has to be cleaned and prepared for your arrival. This time is necessary to welcome you in the best conditions.
Of course, as you contact the person in charge for your welcome to arrange your arrival, you can inquire about the possibility to arrive somewhat earlier, in case the house could be ready before. 

How do I get the keys ? Is there someone to welcome me ?

The person in charge of your welcome (the owner or his representative) will give you the keys at your arrival. At this moment you have to hand over the damage deposit.

Which document do I have to show at arrival ?

At arrival you should show your voucher to the person who welcomes you. At arrival you also have to hand over the damage deposit as foreseen in the rental agreement.

What do I have to pay at arrival ?

At arrival you only have to hand over the damage deposit, and eventual additional costs for end of stay cleaning or other facilities in case this is indicated in your rental agreement.

What time do I have to leave ?

Departure hour is Saturday morning at 10 AM. An early departure is necessary to leave the time necessary to prepare the rental after your departure for the arrival of the next guests.

How is the departure procedure ?

At your departure the owner or his representative passes to check if the house has been left correctly and if there has not been caused any damage during your stay.
Most house owners return the damage deposit after a short inspection at your departure. Of course on condition that there has not been caused any damage during your stay. However, the French law allows house owners to return the damage deposit within 15 days after your departure. Therefore this delay of 15 days is marked in the contract.

end faq

After my departure

I caused some damage during my stay, but I did take out the damage Insurance. Why is this damage deducted from my damage deposit ?

In that case the damage deposit covers excess and obsolescence.

end faq

end faq