Viator Summerhouses GmbH

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04.01.2018
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11.01.2018

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Booking your summerhouse / holiday

Arrival in Iceland

Getting to your house

Staying at your house

Leaving the house

Other


Booking your summerhouse / holiday

  • Booking process

    • How do I book a holiday home with Viator?
      You can search for holiday homes on our webpage either by region in Iceland or search by date. Searching by date, you can filter a specific region, number of beds and if the house has a hot tub, washing machine or a baby bed. When you have found a house that you like and selected the dates, please add it to your cart. When you have added all the houses you wish to book to the cart, you press the "book now" button. There you will be asked to fill out all necessary information before finalizing the booking.
    • How many people are allowed to stay in the house?
      Information regarding each particular house states the maximum number of people allowed, depending on the number of beds in the house. In general, this number includes children and babies. If you are not sure if the house is big enough for you, please contact us and ask. In the booking process we ask you to state the number of adults and children.
    • What is the minimum rental period?
      You can stay for either 3 days (Thu-Sun), 4 days (Sun-Thu) or 7+ days.
    • What are the arrival/departure days?
      The minimum rental period is 3 nights (Thu-Sun) or 4 nights(Sun-Thu). Arrival/departure days are Thursdays and Sundays. Houses are available from 3 pm on the day of arrival to 12 pm on the day of departure. We ask you to respect these times as the owners frequently use the vacant times between renters to look after their houses.
    • Can I book a house on other days than Thursdays and Sundays?
      The changing days with Viator are always Thursdays and Sundays and can not be changed. But you can book a house e.g from Sunday and only arrive on Monday, the price remains the same.
    • Can I book a holiday home in the wintertime?
      Yes. Some of our houses are not available for rent during winter, but there are still many that you can choose from.
    • Why do I have to provide flight details in the booking process?
      In most cases, the most practical Service Center to book is the one near Keflavík airport. It is important for Viator to know when to expect its guests at the Service Centre to ensure that all keys and linen are ready and available. Since our Service Centres are not located throughout Iceland we recommend that you choose the Service Center most convenient for you and pick up all your bedlinen in order to save long driving distances. Once you have chosen a Service Center you must go to that one.
    • I have not yet booked a flight (i.e. cannot provide required flight information in the booking process), can I still book my chosen house?
      Yes, but please contact info@viator.is, we will guide you through the process.
    • Can I book a final cleaning?
      No. You will have to clean the house at the end of your stay, it is NOT included in the price. The owner provides all cleaning material which you will find in the house.
    • When and how do I receive my travel documents?
      Three weeks prior to your arrival and/or after we have fully charged your credit card, we will send you your information package with all the most important information about the house.
  • Payment terms

    • How are customer payments secured? Do I get a refund security notice?
      One of our main priorities is to protect customer payments. Together with your booking confirmation you will receive a refund security notice or a similar certificate (in German “Sicherungsschein”). This way the travel operator documents that he has secured the customer payments according to the statutory requirements in case of insolvency.
    • What are Viator’s payment terms?
      Viator will charge your credit card 20% as a down payment when your holiday home booking has been confirmed. With the booking confirmation you will receive the “refund security notice” or in German; “Sicherungsschein”. 3 weeks prior to arrival in Iceland we will charge the remaining 80% from your credit card.
    • Do I need a credit card to book a holiday home with Viator?
      Yes, our booking engine only allows payments via credit card. Please note, that a credit card is also required as a deposit to receive the keys in our Service Center in Iceland. We accept both Visa and Mastercard.
    • Can I cancel my booking?
      You can cancel the booking at any time. The amount of the cancellation costs is calculated according to the time of the cancellation. Please refer to our Terms and Conditions for detailed information. Should you unexpectedly not be able to travel, then please inform us as soon as possible. Even if it is just a couple of days before the arrival date. We recommend that you take a cancellation insurance. Please seek advice regarding travel insurance with your insurance company.
  • Prices and additional charges

    • Is the use of water, heating, electricity and gas included in the price?
      Yes.
    • Must I provide a security deposit and how do I get it back?
      Our holiday home owners require a security deposit against damages potentially caused by guests or for additional charges. For this purpose you must present your credit card at one of the Viator Service Centers so that we can write down the credit card number. We accept both Visa and Mastercard.
  • Service Center

    • Why do I have to go to the Viator Service Center?
      All customers have to go to the Viator Service Center in order to sign the rental contract. There you will also receive the keys to your house, and in case you have booked bed linen you will pick it up there. Please note that you must go to the Service Center chosen when you booked your house.
    • Why do I have to pick a specific Service Center?
      It is very important that you pick up your keys/bedlinen at the Service center that you chose when booking the house. This way we can ensure that we have everything ready for your arrival. Please note that you must go to the Service Center chosen when you booked your house.
    • Where in Iceland are the Viator Service Centers? How are the opening hours?
      1. Viator Service Center at Keflavík Airport Mótel Alex, Aðalgata 60, Keflavík. Open: 24 hours 2. Viator Center East Iceland - Egilsstadir Vaskur, Miðás 7b. Egilsstadir. Tel (+354) 470 0010 Open: Monday- Friday 09:00-17 3. Viator Service Center North Iceland - Akureyri Hertz, Drottningarbraut, Akureyri. Across the street from the airport. Tel (+354)522 4440. Open: Seven days a week: 08:00-20:00. Please give them a call if the office is empty.
  • Viator Kit

    • Can I stay in the house without bedlinen?
      No. You must either rent bed linen from Viator or bring your own. If you don´t book a bedlinen package from Viator, please note that you also need to bring your own towels and cloths. You should also bring hand soap and toilet paper with you as it is not provided by the house owners.
    • What is included in the linen package from Viator?
      Bed linen for one person, 2 small towels, 2 big towels, 1 dishcloth, 1 cloth for cleaning. Price per person € 30,- When choosing a rental car, please remember that the bed linen requires space (linen package size is about 30cm x 30cm x 30cm).
    • What is the size of the sheets/bedcovers in the linen bags by Viator?
      The size of sheets is 150cmx200cm and the quilt covers are 120cm x200cm.
    • Where do I pick up my keys and bed linen?
      You need to come by at one of our Service Centers to sign a rental contract, pick up your bed linen and get your pin codes and keys for your house(s). When you book you can choose the one that best fits your travel plans. Service Center Airport is located in Keflavík close to the International Airport. Service Center East is located in Egilsstaðir, convenient if you arrive with the ferry to Seyðisfjörður. Service Center North is located next to the airport in Akureyri in the north of Iceland. Please note that once you have booked a Service Center, you must go to that one to pick up your keys and bed linen.
  • Rental Car

    • Can I reach the house even if I´m not driving a four wheel drive car?
      Yes, all of our houses can be reached in any normal passenger car. In the Wintertime we recommend that you take a 4WD to ensure your comfort during worse driving conditions (snow). Please note that most of the houses are reachable via a gravel road which may make driving in the smallest care type less comfortable. Click here for tips on “Driving in Iceland”
    • Where can I rent a car in Iceland?
      We recommend one of the leading international rental car brands. Particularly the ones that can provide a car equipped with spikes during the winter months for your own security.
    • Where do I get practical information on driving in Iceland?
      The Icelandic Road and Coastal Administration (link: http://www.vegagerdin.is/english) provides reliable information on driving conditions in Iceland. We also strongly recommend the Safetravel website (link: http://www.safetravel.is) for more information, especially for people who are travelling on their own. Also, as part of your preparation for your trip we advice that you watch this video from the Icelandic Road Traffic Directorate: (link: https://www.youtube.com/watch?v=AQPrqthZ7Tw)

Arrival in Iceland

  • Do I need a mobile phone during my trip in Iceland?
    It is very useful for customers to be able to reach Viator when they need assistance. It is also useful for Viator to be able to reach our customers at important occurrences. Most areas in Iceland have a mobile network. Please check with the mobile phone companies (siminn.is, vodafone.is, nova.is).
  • I will bring my own linen, do I still have to go to the Viator service center?
    Yes, all guests must go to the booked Viator service center to sign the contract.
  • Where is the Viator Service Center?
    1. Viator Service Center at Keflavík Airport Mótel Alex, Aðalgata 60, Keflavík. Open: 24 hours 2. Viator Center East Iceland - Egilsstadir Vaskur, Miðás 7b. Egilsstadir. Tel (+354) 470 0010 Open: Monday- Friday 09:00-17 3. Viator Service Center North Iceland - Akureyri Hertz, Drottningarbraut, Akureyri. Across the street from the airport. Tel (+354)522 4440. Open: Seven days a week: 08:00-20:00. Please give them a call if the office is empty.
  • I will arrive in Iceland several days before staying in the Viator house. Can I go to the Service Center and get the keys/bedlinen upon my arrival, or is it only possible the day before taking over the house?
    Yes, you can sign the rental contract and get all necessary keys, pin codes and bed linen when you arrive in Iceland, even if you are not going straight to the house, and we recommend that you do so. This is why we need to have your arrival and departure date.
  • Do I need to leave a credit card number in order to receive the holiday home keys?
    A valid credit card must be shown when signing the contract. If you do not own one, the person travelling with you can present her/his card and guarantee the stay with it. We accept both Visa and Mastercard.
  • I have booked more than one house, will I get all the keys at the same time?
    Yes. In the booking process you are required to choose a Viator Service Center, stating your arrival date and flight number. This way we know when to expect you and can therefore have all the keys ready for you.

Getting to your house

  • How and when will I be informed of the location of the holiday home?
    Three weeks prior to your arrival and/or after we have fully charged your credit card, we will send you your information package about the house with a detailed route description.
  • What if I arrive late, is the Service Center open?
    The Service Center in Keflavík is open 24/7. Please see Opening Hours of the other Service Centers above. If you are uncomfortable driving in the darkest hours, we advise you to book a night at a hotel or a guesthouse for the first night.
  • What can I do if I have difficulties finding my house?
    The travel documents include the GPS coordinates of the house as well as a small map of the area. Please study the route description thoroughly before driving to the house. We also recommend that you bring a proper map of Iceland.
  • At what time can I enter the house on the arrival day?
    The house is at your disposal from 15:00 on the day of arrival until 12:00 on the day of departure.

Staying at your house

  • What are the basic facilities?
    All houses are equipped with a kitchen, sitting room, bedroom(s), heating, a shower and a WC. In the houses you will also find blankets/duvets and pillows. Please note that no bedlinen is in the house and that you are not permitted to stay in the house without it. If you don´t book a bedlinen package from Viator, please note that you also need to bring your own towels and cloths. You should also bring hand soap and toilet paper with you as it is not provided by the house owners.
  • Am I allowed to smoke in the house or apartment?
    NO SMOKING! Please note that smoking is not allowed in any of the Viator holiday homes.
  • What can I do if I need assistance with anything in the house?
    First of all your travel documents have thorough information about most things concerning your house. If you still need assistance, you can always reach us from 8:00 - 22:00. You will find our telephone numbers in your travel documents.

Leaving the house

  • Who is responsible for the final cleaning?
    The owner provides all cleaning material, and you will find this in the house. You are responsible for cleaning the house thoroughly before you leave. It can be very expensive for you if we have to hire a professional cleaning team to clean the house (minimum €300). Please refer to your travel documents regarding the proper return state of the house.
  • At what time must I leave at the day of departure?
    The house is at your disposal from 15:00 on the day of arrival until 12:00 on the day of departure.
  • Where do I return the keys/bedlinen?
    Please return all keys that you got on arrival and the bed linen to the same Viator Service center you picked them up from at the time of your departure. If you want you can return all of your keys on the same day as your flight back home.

Other

  • I cannot find my question under FAQs, what do I do?
    Simply contact us through email or telephone and our staff will be happy to answer your questions.
  • How can I give a review?
    Viator is currently working on an online Feedback system. Until this is available we are glad to receive your feedback on our email address: info@viator.is Of course we ask you to make only statements which are true and can be verified.
  • Where can I find general travel information about Iceland and information on passport, exchange rates and health regulations?
    General travel information are available on the Official Icelandic Tourism Website of Promote Iceland: http://www.visiticeland.com. Travel, safety, entry, health and visa information are available on the website of the German Foreign Ministry: http://www.auswaertiges-amt.de