Frequently Asked Questions
FAQ

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Frequently Asked Questions
FAQ

Book Now
Vraagtekens Vakantiehuis De Oude Oever
Vraagtekens Vakantiehuis De Oude Oever

Many questions and many answers

Do you still have questions about our holiday home after reading the information on our website?

Here you can find the answers to the most frequently asked questions.

We also have a special page for our House Rules and General Terms and Conditions.

Is your question not in the list? Or would you like to make a comment? Then please send us a message via e-mail or our contact form.

We will be happy to answer your questions!

House rules & General conditions

Before arrival

Yes! You can do so by placing a booking request via our booking form. On the booking page, also check the current discount offers for great benefits when booking through our site! We will contact you as soon as possible to verify the availability of your preferred dates. Requests are not a reservation of the preferred dates. We need to check our calendar first to avoid double bookings.

NB!

  • When placing a booking request, you automatically accept our General Terms and Conditions.
  • Your booking is final only after verification from our side and your payment.

Yes. The person making a booking must be 18 years or older. At least one person must be 18 years or older during the stay.

When booking directly through our website, the cancellation conditions on our website apply.

House Rules & Terms and Conditions

When booking on an external booking website, the cancellation conditions on the relevant website apply.

Check-in is possible from: 4:00 PM
Check-out can be until: 11:00 AM

We aim to be present at the key exchange. Should this not be possible, then we work with a key safe. You will receive the code for this around check-in time on your arrival day.

A booking is standard for 2 persons. For additional persons or children (2 to 18 years) we charge a supplement. Children from 0 to 2 years stay free of charge. One folding travel cot is available free of charge on request. This is suitable for children up to 2 years old. A mattress, fitted sheet and waterproof bed pad are also available. Blanket or sleeping bag must be provided by yourself.

Maximum occupancy in the apartment is 4 persons + 1 child up to 2 years old.

NB!

All persons must be mentioned in the booking. We have to register this for tourist tax and security. You are in breach if you let people stay overnight who are not registered with us. You are in breach if you allow more people into the apartment than allowed. The deposit may be charged for this.

Yes! Our apartment is also suitable for a small family.

A booking is standard for 1 or 2 persons. For additional persons or children (2 to 18 years) we charge a supplement. Children aged 0 to 2 stay for free.

The sofa bed offers 2 extra sleeping places and one folding travel cot is available free of charge on request. This is suitable for children up to 2 years old. A mattress, fitted sheet and waterproof bed pad are also available. Blanket or sleeping bag must be provided by yourself.

NB!

All persons must be mentioned in the booking. We have to register this for tourist tax and security. You are in breach if you let people stay overnight who are not registered with us. You are in breach if you allow more people into the apartment than allowed. The deposit may be charged for this.

A minimum stay of 2 nights and a maximum stay of 14 nights applies to the temporary rental of our holiday home De Oude Oever.

Why book a minimum of 2 nights?

Our apartment is very suitable for longer stays, as there is more living space. However, this larger living space also gives proportionally more cleaning work and costs.

Besides, for a city trip it is of course nice to have more than one day.

Holiday home De Oude Oever is located in a car-free zone. Unfortunately, we cannot offer parking spaces. However, there are plenty of opportunities for indoor or outdoor parking nearby.

Free Transferium Parking is also possible at P+R Gelredome. You only pay for public transport to and from the centre of Arnhem. During events, there is paid parking. Check the conditions on the site:

P+R Gelredome

If you bring bicycles, a storage room with space for 4 bikes is available in our apartment. Free or paid guarded bike sheds can be found in the city centre, or you can put your bike in the bike racks on the street.

NB!

Parking your car or parking your bike is always at your own risk. We are not liable for damage or theft. This also applies to parking or charging your bicycle and/or E-bike in our storage room.

Our flat may be a little more difficult to access for less mobile people.
This is because we have:

  • no barrier-free access
  • no lift
  • a narrow spiral staircase

Unfortunately, this is not possible with us. We are not staffed 24/7 and therefore cannot always be present to accept or hand over luggage.

Tip! Rent a locker at Arnhem Central Station.

At this station you can store your luggage easily and safely in a luggage locker.

Opening hours are Monday to Sunday: 05:30 – 01:45
Locker dimensions:
Small locker: 85cm deep, 45cm high and 35cm wide
Large locker: 85cm deep, 60cm high and 35cm wide

Rent a luggage locker at NS station

As with many holiday rentals, we also require a security deposit when renting out our apartment/holiday home.

The deposit is €100.

The deposit is only refunded after departure after deduction of any additional costs or damage caused by the guest. We inspect the apartment before and after each booking for gross damage and leave an inspection report in the apartment. An inventory list in the apartment indicates what should be present.

We understand that some wear and tear is normal and will only charge the deposit in case of gross damage with high repair costs.

For example, what can be deducted from the deposit?

  • costs arising from repair, cleaning or replacement.
  • costs resulting from violation of the maximum number of guests allowed.
  • charges resulting from violation of our drug policy and non-smoking policy.
  • charges resulting from violation of our terms and conditions and house rules.

You may receive an additional invoice for tourist tax. This can be transferred in advance or on arrival at the holiday apartment. Each booking website may have different tourist tax invoicing.

For 2023, the Municipality of Arnhem charges € 2.50 per person per night (for all ages).

We are obliged by the Municipality of Arnhem to ask you for the following data. These details are needed for the tourist tax and in case of emergencies:

  • Name main booker + fellow travellers
  • City and country
  • Number of persons
  • Date of arrival and departure
  • The number of overnight stays
  • Type of proof of identity (passport or identity card)

The terms and conditions can be found on our website or on the external booking website. When requesting a booking via our website or by e-mail, we assume you have read and accepted them.

House rules & General terms and conditions

During your stay

No, we do not serve breakfast, lunch or dinner. The apartment has a small kitchen where you can prepare your own breakfast and heat up small dishes. Please note! There is no hotplate available. Ideal for a few nights away! In the city centre, of course, you can also find various eateries, lunchrooms and restaurants.

Yes, in our apartment you can use an internet connection via WiFi. You will receive the login details on the day of arrival.

Yes, linen is included. We change linen before and after each booking, as well as during your stay. Linen will be provided and changed by mutual agreement according to the following overview.

Type For how long to use?
Bed linen
One set of bed linen for each person		 7 days
Bath textiles
per person: 1 Hand towel (60×110) + 1 Large towel (70×140)

per 2 persons: 1 bath mat

 2 days
Kitchen textiles
per booking: 1 Dishcloth + 1 Tea towel + 2 Towels		 2 days

NB!

Bed linen for the travel cot includes only mattress + fitted sheet + waterproof bed pad. Blanket and/or sleeping bag must be brought by yourself.

Extra linen change is possible at an additional cost:

Bed linen € 7,50 per single bed
Bath textiles € 5,00 per person
Kitchen textiles € 5,00 per set

To change the linen, we enter the rooms in the apartment. Of course, we knock on the door first.
We make the bed again and change the bath and kitchen textiles.

Before and after each booking, we thoroughly clean the apartment. For long-term bookings, we provide a free mandatory interim cleaning every 7 days.

An additional interim cleaning is possible at an additional cost of € 30.00.

NB!

While cleaning, we enter the rooms in the apartment. We knock on the door first, of course.

Some basic items are provided, such as hand soap, dishwashing liquid, cleaning supplies and toilet paper. These are replenished during cleaning and on request.

Did you carry a lot of sand with you on the soles of your shoes? Please vacuum this, in connection with damage to the floors. You will find the necessary cleaning items in the apartment.

There are some basic consumables in the kitchen. Think of coffee filters, salt and pepper. There are also some supplies for your first cup of coffee or tea. Other items are available at the supermarket around the corner. It is open 7 days a week from 8:00 AM to 10:00 PM.

We have a non-smoking policy. Smoking is strictly prohibited in all areas of the apartment, even with a window open. This also applies to any other method that releases vapour such as vaping, e-cigarette, shisha etc.

You can, of course, smoke in the street. Please do not smoke in the alley near the entrance door because of the inconvenience to neighbours.

NB!

Violation of our non-smoking policy:
You will be charged for the substantial cost of restoring the rooms and/or spaces. In addition, additional costs due to the fire alarm going off will also be recovered from you.

It is not allowed to use, possess and/or trade nitrous oxide, drugs (including marijuana, GHB, cocaine, hash, weed, LSD, XTC, but not limited to) and other illegal goods in and around the building. If we find drugs in the room, you will have to leave the accommodation, without refund of already paid accommodation fees.

It is not allowed to bring animals to the apartment, official service dogs excepted (with documentation). If you do bring pets, no access will be granted.

We do not offer bicycles for hire. However, you can bring your own bike and park it with us during your stay. There is no extra charge for this. There is room for a maximum of 4 bikes.

For rental, it is best to contact a bike rental company in Arnhem or use your public transport card to rent a bike at the train station.

No. Our rooms are intended for the guests listed in the reservation. Any visitors are admitted only with specific permission from De Oude Oever. These additional visitors are not allowed to stay overnight as they are not registered.

A booking is standard for 2 persons. We ask for a surcharge for additional guests or children (3 years or older). A fold-out baby cot is available free of charge. It is suitable for children up to 3 years old.

The maximum occupancy in the apartment is 4 persons + 1 child up to 3 years old.

NB!

All persons must be mentioned in the booking. We have to register this for tourist tax and security. You are in breach if you let people stay overnight who are not registered with us. You are in breach if you allow more people into the apartment than allowed.

No, that is not allowed in our apartment.

To avoid nuisance to neighbours, we ask you to be as quiet as possible between 10:00 PM and 8:00 AM.

Oops, an accident can happen, of course.

Unfortunately, it will have to be repaired, cleaned or replaced. Take a photo of what has been broken immediately and then send this photo to our e-mail address. Together we will look at the damage and find a solution. We ask for a reasonable fee for repair or replacement. After consultation, we will determine how the repair or replacement will be done. The agreed amount will be deducted from the deposit. Should the deposit be insufficient, an additional invoice will follow. We record all communication via e-mail so that both parties have proof.

Usually, your Private Liability Insurance or your travel insurance can help with this.

NB!

If the booking was made through an external booking site, communication may be through their channels. This way, both parties have in writing what was discussed.

If you have questions or a complaint during or after your stay, you can always contact us by e-mail or phone. We hope to answer or resolve the questions or your complaint immediately.

For cancellation or refund requests during your stay, please check our terms and conditions:

House rules & General terms and conditions

How unfortunate you want to cancel. If you have a question or complaint during or after your stay, you can always contact us by email or phone. We hope to answer or resolve your question or complaint immediately.

For cancellation or refund requests during your stay, please check our terms and conditions:

House rules & General terms and conditions

Upon departure

Check-in is possible from: 4.00 PM
Check-out can be until: 11:00 AM

We aim to be present at the key exchange. Should this not be possible, we work with a key safe. You will receive the code for this around check-in time on your arrival day.

In the apartment you will find instructions regarding check-out. Here we will also tell you where to leave your key.

How nice that you want to stay longer! Extending is possible, if there is availability. Send us an e-mail or give us a call for the possibilities.

We do not charge extra cleaning fees, but do ask you to leave the accommodation tidy; ‘as you found it on arrival’. We do not expect a thorough cleaning, but do expect that:

  • the dishes are done.
  • furniture is in its original place.
  • bath and kitchen linen has been put in the laundry basket.

We will collect the bed linen ourselves.

Did you carry a lot of sand with you on the soles of your shoes? Please vacuum this, in connection with damage to the floors. You will find the necessary cleaning items in the apartment.

NB!

If the apartment is left very dirty, we will charge the extra work to the deposit. We ask for a minimum of €50 for this.

Did you forget to bring something back or lose something? Then contact us by e-mail or phone. We will check if it was found in the apartment and can send it to you if necessary. There is a charge for sending in found objects.

If you have questions or a complaint during or after your stay, you can always contact us by e-mail or phone. We hope to answer or resolve the questions or complaint immediately.

Yes, please do. You can leave a review on the next page: Review page

After your stay, we will send you an e-mail asking you to review us. If you booked via an external booking website, you will be asked to rate us through that website.

Please do not wait with your complaint until after the review. We may be able to resolve it during your stay.

House rules & General conditions
Vraagtekens Vakantiehuis De Oude Oever
Vraagtekens Vakantiehuis De Oude Oever

Questions? Contact us!

Leave a message via the contact form if you have any questions or comments about our apartment. If your booking question does not fit within the specifications of the booking form, you can also make a booking request via our contact form.

We will contact you as soon as possible to answer your questions or to verify whether your preferred dates are available.

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Address Apartment

De Oude Oever
Oude Oeverstraat 10B
6811 JX Arnhem

Contact

De Oude Oever
-eduo-ed
Part of Rijn-Fleur B.V.
Rijnstraat 74, 6811 EZ Arnhem
41
2793