Novasol Vacances Reviews 

My experience with Novasol resembles an absurd Kafka novel.
I made a reservation on their website, paid the deposit, received a confirmation, and was even wished a pleasant stay. The next day, they canceled the reservation without any comment. I contacted the client service and they confirmed the cancellation, as well as informed - big surprise - that they would not refund the deposit!

The reason? I had indicated my parents’ home address in Russia when making the reservation (so they could use the booking confirmation for a visa application — something I’ve done many times without issue on other platforms). Novasol claimed they do not accept reservations from people living in Russia, referring to some non-existent EU sanctions.

Just for clarity: EU sanctions apply to certain payment methods and banks, not to individuals booking holiday rentals. And in this case, the payment was made using a French bank card by a French citizen.

At no point during the booking process was this discriminatory internal policy mentioned. Moreover, their own Terms and Conditions state that if Novasol cancels a booking, the deposit must be fully refunded. Their refusal is therefore not only unethical — it's legally questionable.

After several attemps to contact Novasol by chat/phone/email and "Unfortunately, there’s nothing we can do." replies, I finally managed to get the money back. So just want to warn people residing in Russia: no matter what nationality you are, you are not welcome at Novasol, only your money are.

On Monday (22nd June) we arrived at the property (FAD754) we booked through NOVASOL and found that the property was in an uninhabitable condition. It had a severe fly infestation, had not been cleaned for sometime, the toilets had urine in them and were black, the bedding was covered in stains, there was pieces of clothing left in the property and near the pool which itself was green with algae. The smell in the property was rancid and seemed to have been locked up for sometime. There was no one to meet us at our agreed time of 4pm, and we were only able to enter the property after a number of phone calls and being told where the keys had been left. We contacted NOVASOL immediately to report the issue and was told that a local representative would phone us. We also sent a WhatsApp message to the number of the local representative and was told that we would need to contact NOVASOL service client, but as it was now after 5pm there was no answer. Given the uninhabitable conditions were unable to stay at the property and had to stay in a hotel which had to book ourselves. We used the complaints function on the NOVASOL app to place a complaint providing photos. Given the huge issues with property we were unable to return to it, as it has ruined our holiday which we not only paid £1500 for the property, but had the audacity to charge us an additional €290 for cleaning. This totally unacceptable and we are looking for a full refund. We have made all attempts to contact NOVASOL as per their rental terms, including emails, complaints form on their app and telephone calls, and have had no response. This causing us severe distress. If I could, I would give NOVASOL a minus rating.

Mr Martin

Horrific!! Novosol cancelled our house booking 2 hours before we were due to arrive and left five women without somewhere to sleep in a foreign country. They offered no assistance. They gave more than one reason for the cancellation, at first it was duplication of booking and secondly maintenance at the property.

Absolute nightmare. The day before I was to check in I contacted the host who knew nothing of my reservation, which I had paid in full to Novadol, host said she wasn’t even in town, no way to get me the keys, then said even if she came to town, I would have yo pay her cash to get the keys. I contacted Novasol who said they could not refund, that I needed to contact my credit card co. Then when my bank contacted Novasol they refused a refund saying I cancelled. I was stranded in a small town in with no place to stay. NEVER book through Novasol…and I blame VRBO as well as I went through the VRBO app.

Beautiful house in a stunning area. Amazing character in the house.

Logement simple mais trés propre proprietaire tres disponble et agreable site magnifique Coti Chiavari village splendide Séjour super

It is a pity there is no zero to put...

Very bad service they took my money and last minute they inform ke the appartment is not available...
I asked for my reimbursement but they ignore me and did not take all my calls.. be careful. I am still waiting for my reimbursement to book another apartment as I booked the flights.

Avoid Novasol at all costs! Everything was a disaster from beginning to end.
1. They put a different address on Airbnb so we went to the wrong place & had to drag cases 400m down the road to a different address.
2. They changed the terms of my booking AFTER I made the booking & then wouldn’t give me access until I paid €160 cleaning fee plus another €30 for bedding & towels!!! Total another €190 on top of booking which they insisted was paid outside of Airbnb that I booked through
3. Apartment was up stairs without a lift of which there was no mention in the description
4. WiFi didn’t work
5! WORST OF ALL, during my booking at 8:30am a man entered my apartment without knocking & with keys! I had just woken up & I walked in on him just coming through the front door. I got an awful fright, was terrified of being attacked & I started screaming! The man left with no explanation. Novasol have been a disgrace. They have given no explanation, resolution or appropriate apology for the horrific situation. For the next 2 nights I was terrified & had nightmares of being attacked in the apartment. Airbnb have been excellent in their handling & support of the matter. NOVASOL who were responsible, have been a disgrace.

Simple to book. App no error. Very cool

Booked through VRBO paid a deposit has taken me through now to Novasol page and is demanding I pay the same deposit again even though already been charged once.

Complete nightmare.
You book a reservation with them through Airbnb - for specific dates. Their home owner "make" a mistake - they ask you to change your dates at their convenience and are not trying to find you a real solution.
It's either you cancel and get your refund or that's it. Obviously if you cancel since you're closer to the date of your booking prices are already through the roof. What are you left with ! Booking something extra on-top, which is not their problem.
They tell you that you should manage it in advance. I'm 2 months in advance !
Complete lack of consideration and management putting the blame on the customer. Totally unhappy.

I have not had my holiday yet however find late information and lack communication a worry (except for payment) which seems to have no trouble getting through.
Dependent on how the holiday goes I will update with
comments good or bad with details of the booking.

I booked an apartment in Paris on the VRBO website but ended up with Novasol. The booking went well, but I could not get a response from the host despite numerous efforts via email, phone and text. Contacting the host 3 weeks in advance was stipulated on the Novasol website as I would be arriving 40 minutes outside the very narrow 4 hour check-in window. Eventually after 5 days of trying with no response, I got concerned and contacted Novasol. I was told they would get in touch with the host via their local office. Two days later, I had heard nothing so I contacted them again. There didn't appear to have been any action and so I asked to speak to customer services as I wanted to cancel the current booking and I needed to explain my concerns. I did not want to arrive in Paris in the evening and have to get a key from someone who was not responding. I was told I could only cancel online but that did not allow me to explain the reasons.
After I cancelled I asked for a refund which was denied as it was not covered by the Terms and Condidions. I was told that had I told Novasol, they would have contacted the host. I explained that I had done that and since then I have sent numerous emails asking them to tell me what they did with my request and what the host said. However, all I got back is a copy of the terms and conditions.

I asked one of their operatives to give me an email address or telephone number for a manager in customer service rather than the generic line for all calls, but I did not get that.

I also asked for a copy of their complaints procedure but I did not get a response for that either.

The people answering the calls were prompt and polite but nothing seems to happen after that. As for the people dealing with emails, they also responded promptly but clearly they don't read them carefully as they keep giving me the same responses to different questions. Eventually they stopped responding to my emails.

I ended up booking with another provider and got a trouble free service.

Very good and very straight forwar to make my

We are a family from the UK and my French is very basic. All communication has been in French which has been tricky for me.

My booking was cancelled as the system showed a house available - which was not the case ultimately. Since we were too close from the Easter week-end, there was no other possibility but to cancel. Refund was fast however. Previous booking on this platform went well but not this one. That's life.

1. Novasol cancelled my reservation, made last December, by email on 22nd. Feb. without giving me a reason
2. The e-mail said they had offered me an alternative. They had not.
3. I rang Novasol ( head office I believe) the following morning and explained my problem. They said the ~ French office would ring me back in about half an hour. I'm still waiting
4. I rang a second time later that day and repeated my problem. I also said I had chosen an alternative house and to block it off for me.They said they would do that and the French office would contact me.They neither closed off the new reservation and nor have I heard from the French office. I confirmed my e-mail address and phone number as being correct but have still heard NOTHING.
The last communication I have had was the cancelling e-mail on 22nd. Feb.

Nous avons rencontré de nombreux désagréments dans une location de vacances louée par Novasol (pas de climatisation, pas de réfrigérateur fonctionnel et ce par 35° et avec un bébé de 16 mois. Nous avons tous risqué une intoxication alimentaire ! pas de lit bébé ni de chaise haute alors que cela était convenu en amont, nids de frelons sur place, violation de l'intimité par la propriétaire..) Lorsque nous les avons sollicité pour faire part de nos soucis nous n'avons reçu aucune réponse de l'agence Novasol. Une semaine après avoir quitté le logement toujours pas de nouvelles de leur part.

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We encountered many inconveniences in a vacation rental rented by Novasol (no air conditioning, no functional refrigerator and this by 35° and with a 16 months old baby. We all risked food poisoning! No baby bed or high chair although this was agreed upon beforehand, hornet's nest on the premises, violation of privacy by the owner). When we contacted them to express our concerns, we received no response from the Novasol agency. One week after we left the apartment, we still haven't heard from them.

Although the experience was good I have twice asked for the link to my booking to be in English and it is still in French. Surely all the people booking are not French.