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FAQ – Frequently asked questions



ARRIVAL, PICKING UP THE KEY

Where can I get the key to the holiday home?

You can get the key to your holiday home at TAHKOcom Central Booking Office, address Tahkolaaksontie 4A, Tahkovuori. However, in some cases the key is given to you by the owner or maintenance person of the holiday home. Please see your reservation documents to find out where to pick up the key to your holiday home.

What if we arrive after office hours or during weekend?

Outside office hours, you can pick up the key at the self service area at the reception of our office. There you can also find full instructions. In case you need help, there is a phone at the reception, so you can contact our personnel free of charge 24/7. If your problem can not be solved over the phone, the person on call will come and help you personally.


Will someone be waiting for us in case we arrive late?

Unless otherwise agreed in advance, there will be no one waiting for you when you arrive. You will find full instructions at the self service reception of our office, where you can also pick up your key. In case you need help, there is a phone at the reception, so you can contact our personnel free of charge 24/7. If your problem can not be solved over the phone, the person on call will come and help you personally.

How can we find the holiday home? Will there be someone to guide us there?

You can find your holiday home by following the driving instructions attached to your reservation documents and your key. In case you can not find the way to your holiday home, you can always see your reservation documents to find the phone number of our person on call. You can call him at any time, day or night. If your problem can not be solved over the phone, the person on call will come and help you personally.

Is it possible to pick up the key at Tahko?

The key can be picked up at Tahko on special request. You should reserve this service on the weekday before your arrival at the latest. There is an extra charge for picking up the key at Tahko.

Can I get to the holiday home in advance?

When you are filling in your information, we will ask for your permission to send marketing messages to your gsm mobile phone number. If you answer positively, you may possibly also get information if your holiday apartment is available in advance for up to four hours before the normal check-in time. However, this applies to weekdays (Mon-Fri) only, and in case your holiday apartment is available on normal schedule, no message will be sent.

DEPARTURE, LEAVING THE HOLIDAY HOME

What time can I get to the holiday home and what time do I have to leave?

The reservation starts always at 4 pm Since the reservation ends at 12 noon, that leaves our personnel four hours for cleaning. If the holiday home is ready before 4 pm, in other words if there is no prior reservation ending the same day, you may be able to get the key even before 4 pm

Can I stay longer than noon?

Unfortunately this is not possible, since we have to clean the holiday homes between 12 noon and 4 pm, and we have made a tight schedule in advance. In case you would like to stay longer at your holiday home, please reserve an extra day. For those who travel on the Skimba-bus, we try to provide a place to keep your luggage from 12 noon till the departure of the bus.

END OF STAY CLEANING


If we clean the holiday home ourselves, can we stay longer than till noon?

Unfortunately this is not possible, since the personnel has only four hours to check and possibly also make the beds of the holiday home, even how well it is cleaned. Often there is also need for extra cleaning. Because we plan the cleaning schedules in advance and the maintenance personnel has several holiday homes to check, we can not make exceptions.

How thorough should the end of stay cleaning be?

Unless you order the end of stay cleaning in advance, you should clean the holiday home as if you would clean your own home for yourself and your guests. In other words, the holiday home should be as clean as when you arrived. Please pay special attention to cleaning sauna, bathroom and toilet. Even if you have ordered end of stay cleaning, the holiday home should still be left in normal shape. This means all the furniture and things should be put in their original places, the trash taken out, the dishes put in the dishwasher or clean, bottles taken out or put in a plastic bags and left near the door, and all the vomit and the like cleaned thoroughly. In case the holiday home is left unusually dirty, there will be extra charge for cleaning, independent on whether you have ordered the end of stay cleaning or not. The extra charge will be billed from you according to the hours used for cleaning the holiday home. For more information, please see the terms of reservation.


PAYING, TERMS OF RESERVATION, CANCELLING RESERVATION


Can I pay by credit card? Which cards are accepted? How do I make the payment?

You can pay by credit card: we accept Visa and Master Card. You can choose credit card as a payment method in our online reservation system in the Internet. Also when you make your reservation over the phone or at our office, you can pay by credit card.

Why the credit card information can not be sent by email?

For security reasons, you should not send your credit card information by email. Our online reservation system has a secured connection. If you do not want to pay by credit card in the online reservation system but still want to use credit card as a payment method, we will take your card information over the phone for security reasons and check confirmation directly from the card company.

Can I pay with someone else's credit card?

Unfortunately you can only pay with a credit card that has your name on it or with a company card which you are entitled to use.


When is the credit card payment due? What about a bill?

If you pay by credit card or internet bank, the whole sum will be paid immediately. If you make the payment more than five weeks prior to the start date of your reservation and you pay by invoice, 20% will be billed on the due date of the preliminary payment and 80% one month before the start date of the reservation. On request, we can send you an invoice either by mail or email.

How fast will the payment show in the TAHKOcom system?

Domestic payments can be seen in our system within a couple a days from the payment; for foreign payments it takes 5-7 days.

Will I be informed once the payment shows in TAHKOcom system?

Yes you will be, if we have your email address.


How can I cancel reservation?

All cancellations must be done in writing, for example by email. The reservation can be cancelled with no fees until the due date of the preliminary payment. After the due date of the preliminary payment, but before the due date of the rest of he payment, the reservation can be cancelled but we will keep the preliminary payment. After the due date of the rest of the payment the reservation can not be cancelled. For more information, please see our terms of reservation.

How much is the service fees?

For payments made within EU, the fee is 20€, and for payments outside EU 30€.

Why total accomodation price for Russians is much higher than for citizens of European Union?


The difference in EU / ouside EU price is on most of the Holiday Homes because of bedlinen, which are voluntary on inside EU sale, but always included outside EU. The idea behind this is to include bedlinen for those customers who travel a long distance with a car; tarveling without sheets and towels gives more room in the car and this way more comfort.

Also the service charge outside EU is a bit higher than inside EU, because we need to prepare translations and find seasonal eployees with russian language skills for the new year season weeks.


TRAVELLER INFORMATION

Why and how must I report the information of everyone staying in the holiday home?

The law requires you to fill in the traveller information form. We use the electric form. You will get a direct link to the form as an attachment of the email which confirms your reservation.

What information of the travellers must I provide?


In the traveller information form, you should fill in the names, nationalities, birth dates, addresses and the cause of the travel of each traveller. In addition, foreign travellers should fill in their passport numbers.
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