Frequently asked questions

Frequent Questions

  • Every single one of our listings is 100% verified!

    The Moerland Locations team visits all our properties and every home meets strict specifications. We know all our owners personally. Some of our houses are also listed by Atout France (a government agency). There is ZERO risk of renting a non-existent property with Moerland Locations!

  • Cancellation due to unforeseen emergency

    When you rent a house for your holiday with Moerland Locations, you can always cancel in the event of an emergency. As long as guest cancel before the start of their stay, we will refund the deposit or any instalment amount paid (less the admin and cancellation fee, and subject to the guarantee limit). The holiday cancellation guarantee cannot be used under certain conditions (please check with us) and may only be used in the following circumstances: death, serious illness or accident of the lessee or one of his/her companions, subject to them being listed on the booking slip, or one of their next-of-kin to the first degree; pregnancy complications of the lessee or one of his/her companions, subject to them being listed on the booking slip; fire, natural disaster in the lessee's home or business; the lessee being made redundant a maximum 30 days before the start of the holiday. More details upon request and in your letting contract.

  • What is the address of the holiday villa?

    The itinerary for the rented villa is not provided at the time of booking. It is sent when the tenant pays the balance of the rental. If you have still not received your itinerary two weeks before the start of your rental, please call the agency to let us know.


  • How do I book a holiday home?

    All you need to do to book your holiday with Moerland Locations is select your holiday dates and click on 'Book this villa'.

  • Are there are any discounts for rentals over 3 weeks?

    Please call the agency to ask if there are any discounts on your stay.

  • Can I book a villa for less than a week?

    Of course, we have a selection of houses for short stays of 3 nights or more. You can find these homes in the 'short breaks' section.


  • What are the payment deadlines?

    The advance rental instalment of 25% must be paid when you book. The balance, as well as the security deposit, are required 4 weeks before the arrival date. For stays lasting under 30 days, the entire holiday must be paid for on the day it is booked. All this information is provided at the bottom of your invoice.

  • Has my payment arrived correctly?

    Moerland Locations will send a confirmation e-mail to you when your payment is processed.

  • How long does it take to refund the security deposit?

    The security deposit is refunded within two weeks after your departure from the holiday villa. This may take slightly longer in high season.

  • Can I pay the security deposit on the day of arrival?

    No, the security deposit must be paid at the same time as the remaining balance payment.

  • Is the deposit cashed ?

    Yes, the deposit is cashed at the same time as the remaining balance payment, i.e. 4 weeks before your arrival.

  • Do I have to pay a deposit ?

    The advance rental instalment of 25% must be paid within 48 hours from making a booking. For stays lasting under 30 days, the entire holiday must be paid for on the day it is booked.

Your stay

  • What is in the towel pack ?

    The towel pack comprises a bath towel and a small hand towel.

  • How big are the beds ?

    The size of the beds and duvets are stated on our website when you click the 'Characteristics' tab for the villa(s) in question.

  • What is in the kitchen set ?

    The kitchen set comprises a dishcloth, tea towel and hand towel.

  • What are the arrival and departure times?

    Arrivals and departures are based around housekeeping schedules in high season. The arrival time is 4 pm and the departure time is 9 am. In low season (October to May), you may arrive earlier and/or leave later. You just need to call the agency and ask if this option is available.

  • Do you have villas that are not overlooked?

    We have villas that come with pools guaranteed not to be overlooked. You can find these listings in the 'not overlooked swimming pool' section. Please call the agency to check whether a villa is not overlooked.

  • Are the shops open on Sundays and Bank Holidays?

    Opening times are normally scheduled depending on the time of year. We recommend you speak to the agency to find out whether a specific shop is open or not on Sundays and Bank Holidays.

  • Can I take my pet ? How much does it cost ?

    You need to check the characteristics for the villa(s) you are interested in to find out whether pets are accepted. There is a €30 supplement for the duration of your stay per pets.

  • Can I bring my own sheets?

    Yes, you can bring your own sheets. During the booking process, you are asked whether you would like to hire sheets; simply leave this box unchecked. Please see the characteristics of the villa in question to check bed sizes.

  • Can I order wine from Moerland? When?

    Yes, you can order wine from Moerland. Before your arrival, you will receive an e-mail with a list of wines we sell. You can return this list selecting the wines you are interested in. You can call the agency to pay for your order by bank card.

  • Is a housekeeping service available during my rental?

    Yes, there is a cleaning service during your stay that you can benefit from. This is a paid service. You just need to call the agency in order to know our rates and make the request.

  • Can Moerland help me to book a taxi?

    Yes, Moerland can book a taxi for you to help you with your stay.

  • How many people is the pack of sheets for?

    Each pack of sheets is for one person.

  • What are the services and different shops near the villa?

    The nearby services are listed at the bottom of the holiday villa page, below the Map.

  • Where do I get the house keys?

    Each house has its own system for picking up keys: secure box, handed to you personally... You will receive an itinerary for your villa by e-mail one or two weeks before your arrival. It includes instructions for picking up the keys to the rented villa.

  • What activities are there for children?

    There are lots of activities to enjoy with children in the Languedoc-Roussillon / Occitanie region. These activities are listed in the villa binder, at our agency in Prades-sur-Vernazobre, on our Facebook page and also in the Tourist Information Offices and on their websites.

  • For your comfort: end-of-holiday cleaning comes included!

    When you rent a home from Moerland Vacances, we take your comfort seriously. Enjoy your holiday until the very last moment! An end-of-holiday clean is included with all our villas. We simply ask that you take out the bins, clean the barbecue and not leave any dirty dishes.

  • Which day is the maintenance of the pool previewed?

    Your pool is cleaned once a week by a pool specialist. Your presence is not necessary. Don't hesitate to call us in order to find out which day is the passage day. However, we will not be able to guarantee a schedule. There is a net at your disposal for daily use in case there are pine spines, flowers, etc in your pool.

Please contact us

We strive to make your search for a holiday home as easy as possible. Nonetheless, if you would like more information or have any questions, please do not hesitate to contact us. We will be happy to answer your queries as quickly as possible.

Moerland Holiday Rentals is part of MOERLAND SARL

Moerland Holiday Rentals
Route de St-Chinian 9
34360 Prades sur Vernazobre

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