at Euro Relais
TopRelais is a trademark of Boekingsservice and Eurorelais.
Quality pulls like a red thread through our product range and our services.
Meeting your expectations and even beyond; this is what TopRelais can mean for
you! Your input and our continuous constructive critical attitude both have a
positive effect on the steady focus on quality.
This is characterised by three basic principles:
Our customers can bank on our holiday homes descriptions. Belvilla
guarantees that the descriptions of homes in the brochure, on the website,
and on the CD-ROM are a true reflection of reality. This also goes for our
photo presentations. Our customers will be compensated in the case of any
Each home is inspected carefully and is
subsequently rated, based on an objective classification form, with 1 to 5
stars; from basic to luxury. This classification system is based on the
Dutch ANWB (the leading Dutch motorists and travellers association). Click
here for an explanation of the number of stars and their meaning.
- Continuous customer satisfaction survey
Upon their return, customers
receive a request by e-mail to express their experiences during their stay
in the holiday home by email. The question: Are you satisfied about the
stay in your home? scores 83 out of a total of 100 points, based on
9000 participants. The customer satisfaction surveys outcome is
automatically conveyed to the respective holiday home owner. If a home has
a low score, agreements on measures of improvement are drawn up with the
- Protection consumer interests
Belvilla is a member of Stichting
Nederlandse Thuiswinkel Organisatie as well as the European organisation
of EMOTA. EMOTA stands for European Mail Order and Distance Selling Trade
Association, which in French is Association Européenne de Vente Par
Correspondance (AEVPC). Both foundations promote the customer interests
related to telesales by telephone or the internet, all in accordance with
EU directives. Belvilla is held by its membership to adhere to the code
of conduct of both organisations, including:
- Keeping up continuous quality awareness of holiday homes owners
quality of your holiday home is naturally greatly dependent on the quality
awareness of the home owner as well as the caretaker. That not only
concerns the quality of the home, its upkeep and cleanliness, but also the
reception at the home. Every owner is committed by contract with Euro
Relais to guarantee that quality. In order to maintain the quality level,
Belvilla regularly contacts its owners about specific quality issues.
Belvilla also recommends certain improvements to the owners. In case of
problems, clear agreements are made on the necessary improvements.
A booking team of 10 members of staff are at your service, 57 hours per
week, in your own language (Dutch, French, German and English). Their
services range from bookings by telephone, providing information on your
holiday home, the regions tourist attractions options etc.
24-hour SOS service
during your stay in the holiday home
can contact Belvilla any time of day, during your stay in the holiday
home in case of an emergency or problems. Are you lost, is there a problem
with the home, do you need medical assistance: Belvilla is glad to be
of service and ensures that your stay remains free of worries. The
telephone service is available in your own language, of course.