Frequently Asked Questions
ZEN Holiday Rentals was founded in 2012 and is based in Nice, France.
Our office is at 31 avenue Jean Médecin, 06000 Nice. We are a fully registered and licensed French company under 799 571 898 R.C.S. Nice. SAS ZEN Holiday Rentals holds the professional rental agent card number N°CPI 0605 2016 000 007 150, delivered in Nice and is insured through SOCAF, 26 avenue de Suffren, 75015 Paris.
If you require more information on any of the topics below, please refer to our Terms and Conditions. Alternatively, contact us here on the website or by email at firstname.lastname@example.org.
DO YOU HAVE A MINIMUM STAY?
We only accept bookings for stays of two nights or longer. However, that is our only restriction, you are free to arrive and leave on any day of the week. You can check the availability of each of our properties here on our website.
If you are interested in staying longer than a week, please contact us as we may be able to offer you a reduced rate!
HOW CAN I BOOK A PROPERTY?
It is a very simple process! The first thing to do is to check the properties available on your travel dates here on the website. Once you’ve selected a property you like, check for Rates & Availability directly from the property page and follow the instructions until you reach the payment page to confirm your booking.
We ask for a non-refundable Reservation Deposit in order to secure your property. If you are booking less than 60 days before your arrival then the total cost will be needed to secure the reservation, otherwise we will request the balance of your stay 60 days before you arrive.
The non-refundable Reservation Deposit is 25% of the total Rental price + the Administration fee.
The Reservation Balance paid 60 days prior to your arrival will include the balance of the Rental price, the Damage Waiver fee, the City tax and any optional extras you may add for your stay.
HOW CAN I PAY FOR MY BOOKING?
We currently accept payments from all major credit cards via Paypal or by bank transfer directly to our Trust account. For international bank transfer (countries outside the SEPA zone), we recommend www.transferwise.com to avoid international banking and exchange fees.
WHERE DOES MY MONEY GO?
Once you transfer your deposit and balance payment to us your money is held in a trust account at the Caisse Epargne bank here in France. The funds then stay there until you have left the property. Only then will we have access to it. In the event of a dispute, the money will be held in the trust account until it is resolved.
DO YOU TAKE A SECURITY DEPOSIT?
No, we do not hold a security deposit. Instead we charge a non-refundable Damage Waiver fee.
At ZEN we believe that your money is precious especially while travelling and we do not want to add an extra cost onto your budget.
However, we will ask you for your credit card details on arrival and in the event that damage, breakage or loss of a value greater than 150€ occurs then we will charge your card.
WHAT IS THE DAMAGE WAIVER FEE?
The Damage Waiver fee is a non-refundable fee of 3€ per night (maximum 15€ per stay) that we charge on all bookings. It works like an insurance payment and covers our guests for all minor damage, breakage or loss up to a cost of 150€.
This is for your peace of mind and will avoid us charging your credit card for minor damage that will incur extra bank fees and exchange rate charges.
We would ask that any damage, breakage or loss to the property are reported to the Property Manager immediately so we can assess the cost together.
If you fail to do so, we will estimate the damage ourselves and our decision will be final.
CAN I CANCEL MY BOOKING?
Should you need to cancel your booking for any reason, please be aware that your Reservation Deposit and Administration Fee are non-refundable.
If you request a cancellation your Damage Waiver Fee as well as the City tax will be refunded and any other monies that we have received from you will be returned to you as follows:
50% if cancellation is more than 42 days (6 weeks) before arrival.
30% if cancellation is between 42 days (6 weeks) and 28 days (4 weeks) before arrival.
20% if cancellation between 28 days (4 weeks) and 14 days (2 weeks) before arrival.
No refund if cancellation less than 14 days (2 weeks) before arrival.
For more information please read our Terms & Conditions.
CAN I CHANGE MY BOOKING?
If you need to change your dates or the property you have booked, we will accommodate your new travel plans wherever we can.
Please note that date changes will incur an administrative charge of 30€ if requested more than three months before your arrival. There is a 60€ charge for changes requested less than three months prior to your stay. If you shorten your stay for any reason, no partial refund will be offered.
Changing properties will incur an administration charge of 50€ if requested three months before your stay and 100€ after that point. Unfortunately we cannot facilitate a change of property less than one month before your stay and should a change be necessary our cancellation policy will apply.
For more information please read our Terms & Conditions.
WHAT IS INCLUDED IN THE PRICE?
Your rental fee includes a comprehensive information pack ahead of your arrival, a friendly meet and greet by a ZEN Property Manager at your apartment, a complimentary starter kit, bed linen, bath towels, full use of apartment utilities and amenities including wireless internet and departure cleaning fee.
We do not provide linen and towels for any sofa beds unless you have booked it as an optional extra.
WHAT ELSE WILL I FIND IN MY APARTMENT?
We like to welcome all of our guests with a complimentary starter kit to help you settle in as soon as you arrive in your apartment!
The starter kit includes coffee, tea bags, sugar, olive oil, balsamic vinegar, salt, pepper, two rolls of toilet paper, tea towel as well as enough washing up liquid, dishwasher tabs and washing detergent (where applicable).
You will find a house manual explaining how everything in your apartment works and a guide to the local area with maps and the ZEN team’s favourite spots.
Every apartment is fully furnished with a fully equipped kitchen. All our properties have a kettle, coffee machine, iron, ironing board and hairdryer.
Please let us know if you have any specific requests and we will do our best to provide them for you.
WILL MY PROPERTY HAVE WIFI?
All ZEN properties have wifi and unlimited use of this is included in our rental fee. However, we cannot guarantee any internet connection nor can we guarantee the compatibility of your equipment with our networks. If an Internet connection is not available we will endeavour to fix the problem as quickly as possible.
CAN I RENT EXTRA EQUIPMENT FOR MY BABY?
Yes, we have baby cots and high chairs that can be rented as part of your booking.
Please let us know what you need and we will make sure they are set up in your apartment for you when you arrive.
Baby items can be added in the optional extras before confirming a booking or after through your ZEN online booking manager.
WHAT OPTIONAL PACKAGE DO YOU OFFER?
At ZEN Holiday Rentals, we do our best to make sure you do not worry about a thing!
Our optional extras include linen and towel packs for sofa beds, beach towels, airport transfers, early check in options, late check in options, cycling tours in Nice, grocery shopping before your arrival, gift baskets with local produce and other special requests (Champagne, flowers etc.)
Optional extras can be added before confirming a booking or after through your ZEN online booking manager.
HOW DO WE ORGANISE OUR ARRIVAL?
Once your booking is confirmed you will have access to the ZEN online booking manager. There you will be able to finalise your arrival arrangements, add optional extras, request changes or inform us about any special requirements!
WHEN IS CHECK IN/CHECK OUT?
Check in is between 16:00 and 20:00. Arrival outside of this time can be accommodated for a fee as follows and should be requested through the online booking manager as an optional extra whenever possible.
Early check in between 13:00 and 16:00 (or earlier when possible): 20€.
Late check in between 20:00 and 22:00: 30€
Late check in between 22:00 and midnight: 50€
Late check in after midnight (on demand only): 70€
Fees must be paid to a member of our team on your arrival.
Check out is at your own convenience before 11:00.
WHAT SHOULD I DO IF I HAVE A PROBLEM DURING MY STAY?
When you arrive you will be given the phone number for the ZEN Helpdesk. Should you have any problems with the property or another emergency you can call them anytime. Please try to keep non-emergency calls to office hours but if we have missed something, let us know right away!
ARE PETS ALLOWED IN YOUR PROPERTIES?
Unfortunately due to the risk of allergies and extra cleaning requirements we have a strict no-animals policy for all of our apartments.
CAN WE SMOKE IN YOUR PROPERTIES?
Smoking is not allowed inside any of our properties.
Properties with balcony or terrace will be provided with ashtrays but smoking will only be permitted in the outside areas, never inside.
HOW WILL I FIND MY PROPERTY?
Before you arrive in Nice you will receive an information pack with simple directions to your property as well as a run down of all the options you have to get into the city.
The ZEN Property Manager in charge of your property will be on call should you have a problem finding your apartment and they will also meet you when you do arrive.
WHAT IS PARKING LIKE?
If you come by car, please be aware that parking in the centre of Nice is difficult and can be expensive (around 25€ a day). You are unlikely to need a car during your stay as you can do everything on foot or using public transport so we strongly suggest you don’t rent one unless it is absolutely necessary.
For more information about parking near your apartment or getting around, please check our useful info page!
SHOULD I GET TRAVEL INSURANCE?
We advise that all our guests take out a comprehensive travel insurance policy to cover all accidents, injuries or damage to property that you may suffer or cause.
However, this is your responsibility and ultimately your choice. We cannot be held responsible for injury, damage or loss to your personal property due to accident or theft inside or outside your accommodation.
CAN YOU HELP WITH MY VISA PAPERWORK?
Yes, we will be happy to help with your visa if you need one to visit the Schengen Area. There will be a flat fee of 30€ for this service. Please contact us for more information.
WHERE CAN I GET A FRENCH MOBILE NUMBER AND HOW MUCH DOES IT COST?
It is easy and very simple to get a SIM card to use with your unlocked mobile phone while you are in France. We have listed below two operators for you to choose, which we think will be best suited for your needs:
This SIM card costs €39,99. You will have your very own French phone number and you will be able to make 120 min phone calls (local and international) + 1000 texts (local and international) + 1 GB of mobile data valid in the European zone + have unlimited use of Orange’s free Wifi hotspots all around France. The validity of this service is 14 days from the day of activation of the SIM card. To know exactly which countries are included in this offer, where and how to buy, activate and use your Orange Holiday SIM card once you are in France, please visit the Orange website.
This Welcome package (SIM card + top up card of 15€) costs €24,99. You will have your very own French phone number and you will be able to make 60min phone calls (local) + 500 texts (local, North America and China) + 1 GB of mobile data (local) + have unlimited use of SFR’s free WiFi hotspots all around in France. The validity of this service is 10 days from the day of activation of the SIM card and you can purchase this SIM card at any SFR store in France. To know more information about how to purchase, activate and use your Welcome TOP-UP SIM card once you are in France, please visit the SFR website.