Quality 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: 

• Consumer Protection
• Service
• 24 hours SOS service

Consumer Protection

•  Quality Guarantee 

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 mistakes. 

• Classification System 

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 survey’s 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 home owner. 

• 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 

The 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.

 Service Salesteam

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 region’s tourist attractions options etc.

24-hour SOS service during your stay in the holiday home

You 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.