The room was exceptionally clean and well‑maintained. The kitchen and utensils were spotless, and the overall environment was quiet and relaxing, with a lovely garden view and convenient proximity t... See more
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House was great quality and clean! Unfortunately we had to buy a ton of things ourselves for our 1 week's stay - no trash bags (and multiple are needed for proper trash sortint), only half a roll... See more
Company replied
Booked through Booking.com, managed by Novasol. We asked if we can check-in earlier, but we got no answer. Since there was no possibility to contact the Landlord, we called Novasol, but they could not... See more
Company replied
House HZE056 We found a folder in the house with information. At the end there was a damage form, but there was no form for complains for things we found not working, damaged or dirty. WE HAVE NOT... See more
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Company details
About NOVASOL Danmark
Written by the company
Vi er Europas førende udlejer af sommerhuse- og ferieboliger. Vi sender hvert år flere tusinde danskere afsted på ferie i Danmark samt til vores mange europæiske destinationer.
Besøg NOVASOL.dk
Last Minute tilbud
Miniferie
Poolhuse
Udlej dit sommerhus
Start dine feriedrømme her
NOVASOL Danmark
Written by the company
- Mere end 50 års erfaring
- NOVASOL har eksisteret siden 1968, og har derfor opbygget mange års international erfaring med udlejning af ferieboliger.
- Din mening betyder meget
- Takket være din mening kan vi arbejde med vores husejere, og fortsætte med at forbedre kvaliteten og servicen for vores gæster.
Contact info
Virumgårdsvej 27, 2830, Virum, Denmark
- www.novasol.dk
3.6
Average
27k reviews
Asks customers to review
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Zero help and did not check the house
Booked a house for 26.5k for a week this week and found it dirty and with damages in the exterior facilities.
So after checking in:
0. tried your chatbot, useless - it just does not understand nor connect to a human
1. sent email to novasol@… with detailed description and pictures on arrival day (Sat), got an auto-reply that you will respond
2. tried finding your hotline number
3. called, hotline not open on weekends (when there is the most need)
4. no reply for several days
5. called again and reached you on Thu, agent says „send the email again, this time to claims.dk@…“, said she‘ll make sure to have someone respond on Fri
6. response on Fri „sorry can‘t do anything, policy says you have to contact us within 72 hrs and email is not enough“
This is ridiculous, really. We paid 26.5k DKK for a house, you probably take north of 10% commission, what did we get from you for that? Glad there are many competitors out there.
3 August 2024
Unprompted review
Reply from NOVASOL Danmark
Dear Christian,
I’m truly sorry to hear about your experience and the frustration you’ve faced with our customer service. I understand your disappointment, especially considering the significant amount you paid for the rental.
We’ve been experiencing a high volume of requests this summer, which has impacted our response times. We understand your frustration regarding the delay and the difficulties with our chatbot and hotline.
We have reviewed your case and can see that it has now been addressed. We hope you will consider giving us another opportunity to serve you better.
Best regards,
Juliane
Novasol
everything went wrong
I asked for info in dutch or english, I can't get anyone on the phone when i call
first time my booking went lost, i got my money back, second time I couldn"t pay because the site was danish, I still haven't got my money back from that booking
third booking I payed and can"t login with my new booking number so i don"t know the adres of the house and where to get the key
i want some info in english by mail and i want my money back from the cancelled booking
25 July 2024
Reply from NOVASOL Danmark
Dear Fiona,
Thank you for reaching out and bringing these issues to our attention.
I understand your frustration with the difficulties you experienced. Please be assured that all our employees speak English, so I can ensure that all future correspondence can be provided in at least English.
I can see that everything has been sorted out for you, and I want to thank you for your patience throughout this process.
Best, Carl
Novasol
Terrible customer Service
We booked a house with Novasol from UK for 3rd August. A party of 10 with four children, we requested a bed guard or cot for the two year old. On Novasol 'Chat' they said I have to talk to the owner directly and they gave me a tele number to text. I would put the details of the number but Novasol have objected to me disclosing it.
The number does not accept texts and when you phone it, you find it is a supermarket.
So much for being helpful, dump the problem on to the customer!
13 September 2024
Unprompted review
Reply from NOVASOL Danmark
Hi Fred,
I’m really sorry to hear about the issues you’ve encountered with your booking. It’s clear that the experience you had was far from satisfactory, and I can understand your frustration.
It seems there was a significant miscommunication regarding the contact information for the owner. I’m sorry if the number provided was incorrect and didn’t work as intended. It’s certainly not acceptable to leave you in a difficult situation like this, especially when you were trying to arrange something important for your stay.
Thank you for bringing this to our attention, and I apologize for the inconvenience and frustration this has caused.
Best regards,
Asta
Novasol
Double-booked house and poor customer service
Novasol double-booked the summer house, we booked through their website. So when we arrived, other guests were already in the house.
The customer service on a Friday evening was not helpful- there was only one person working from Malaga who couldn’t do much. We were told to find a hotel for the night and he promised we would get our expenses for this night back. However, after over a month, we still didn’t get the reimbursement.
On a positive note, the staff at the local office are really nice and organized a nice other house for the second night of our stay.
1 June 2024
Reply from NOVASOL Danmark
Dear Søren,
I’m very sorry to hear about the issues you faced with your booking. It’s completely unacceptable that the summer house was double-booked, and I understand the frustration of having to find alternative accommodation. I apologize for the inconvenience this has caused, and I’m sorry to hear that the reimbursement for your hotel stay is still pending.
On a positive note, I’m glad to hear that the local office staff were able to assist you by finding another house for the remainder of your stay.
Best regards,
Julia
Novasol
Take money and offer no support
We originally booked via James Villas and our booking was transferred to Novasol. Oh dear.
They are impossible to get a hold of, there is no email or telephone number apart from the worst ever support chat. I asked a question and the reply was can’t help, your chat has ended. I spoke to various people and none of the suport chat could help or didn’t want to help.
My query was easy, I can’t check in online as my arrival time is after 8pm and the checkin box does not allow me to chose a later time or even add a comment.
I was told to call the owners, given the number but before I could take a note of it the chat ended along with the conversation.
Tried again, given a number that is on my voucher that does not work or has been disconnected.
I tried again, then I was given the number for the Novasol owners in Croatia. Thankfully the lovely lady took a note I am arriving 9pm.
There was a random charge of nearly £300, no one can tell me what it is for. They blame James Villa - how convenient.
So, I am three weeks away from our holiday,have some queries, no idea how to check in and get my keys.
I feel Novasol have taken my money and it’s not their problem.
Will update my review when I get to Croatia and see the Villa. If I ever get to check in!
Awful services from Novasol, will never ever use you again an would not recommend to others
24 July 2024
Unprompted review
Reply from NOVASOL Danmark
Hi Donna,
I’m really sorry to hear about the trouble you’ve had trying to reach us and the confusion with your booking. I can only imagine how frustrating it must be to deal with all these issues, especially with your arrival just around the corner.
It sounds like you’ve had a rough time navigating our support and dealing with unexpected charges. I’m genuinely sorry for the hassle. We’re working hard to improve our processes and communication, and your feedback is invaluable in helping us do that.
For future reference, please contact us directly at 70 42 44 24 or via email at novasol@novasol.dk if you need any further assistance or have additional questions. We're here to help.
I hope everything worked out smoothly for your stay in Croatia. Thank you for understanding and for your patience.
Best,
Carl, Novasol
Very disappointed
1. House key was not where it was promised to be (house front). We searched for the key at midnight when we arrived and finally found it at the backyard, hidden behind a wall.
2. Customer service never picks up when we call and they do not answer back to our callback requests. Online chat help did answer but left the chat before giving us an answer.
3. House was said to be non-smoking but smelled clearly like smoke when we arrived. Several dishes were still dirty in the cabinets. We ordered several bed sheets but we were given only one set so we had to go to the local shop and buy ourselves more sheets.
4. The local service center (Denmark, Otterup) is only open on saturdays so there is no-one to help you if have trouble (especially as the phone help line never answers, the waiting times are more than an hour long).
5. The electrics in the house very not correctly done so that the fuse blew when we tried to use the oven. We therefore could not use the oven at all during our stay (and never got help/repairs as nobody answers when you call them).
All in all, I cannot recommend this company. I would highly recommend to use other companies.
14 June 2024
Reply from NOVASOL Danmark
Hi Tommy,
Thank you for sharing your detailed feedback. I’m truly sorry to hear about the issues you encountered during your stay. It’s clear that we fell short of providing the high standard of service and accommodation that we strive for.
We are currently reviewing your case to understand what went wrong and to ensure that such issues are addressed. I apologize for the inconvenience and frustration caused by the key location, the state of the house, and the difficulty in reaching customer service.
Regarding the issues with the house, including the smoke smell, dirty dishes, and insufficient bed linens, we take your feedback very seriously and are working to resolve these concerns. We are also addressing the issues with the local service center's hours and the responsiveness of our support team.
We are sorry for the delay in assisting you and the impact it had on your stay. Your experience is important to us, and we are committed to making improvements based on your feedback.
Thank you for your patience, and we hope to have the opportunity to better serve you in the future.
Best regards,
Asta, Novasol
Horrible, dirty experience and service
Had rented what seemed to be a nice summerhouse but when I arrived there was dirty all over, some used utensils and cooking ware was put in place but washed VERY poorly and in general very dusty all over and it smells in some rooms. Have tried calling for hours, but without luck. Definitely not what I (and my family) paid for, and a big disappointment, especially considering this is supposed to be professional rental firm - seems like a scam since I don’t think anything was done here… Would NOT recommend this to anyone. Stay away unless you want a ruined beginning to your holiday! In short; horrible service and experience:(
12 July 2024
Unprompted review
Reply from NOVASOL Danmark
Dear Adam,
We are truly sorry to hear about your disappointing experience with the cleanliness of the summerhouse and the issues you faced trying to reach us. This is certainly not the level of service we aim to provide, and we deeply regret the inconvenience it has caused you and your family.
We sincerely apologize for the difficulties in contacting us during the summer period. We have been working hard to improve our availability to prevent this from happening in the future.
Kind regards,
Julia
Novasol
Do not use Novasol in Denmark - scam
Do not use Novasol in Denmark; they provide the worst service. We arrived at a summer house that was very dirty, waited on hold for over 2 hours on the phone, and when we finally spoke to them, they said they have 72 hours to correct their mistakes and will not rehouse us. Very arrogant. There were food scraps in and under the beds, dirt everywhere, and food remains in the refrigerator, freezer, and oven. Over 30 dog droppings in the garden. Waiting 72 hours is a significant part of the holiday. We recommend you find another Company.
14 July 2024
Unprompted review
Reply from NOVASOL Danmark
Dear Kim,
We are truly sorry to hear about the poor experience you had with the cleanliness of the summer house and the long wait time to reach us. We understand your frustration and sincerely regret the impact this had on your holiday. We can see that your case has since been resolved and that you have received compensation.
Kind regards,
Julia
Novasol
Reply from NOVASOL Danmark
Hej Dorthe,
Tak for din anmeldelse!
Vi er glade for at høre, at du fandt det let at overskue og bestille sommerhus. Det er vores mål at gøre bookingprocessen så enkel og brugervenlig som muligt.
Venlig hilsen
Asta, Novasol
No internet at arrival although it was…
No internet at arrival although it was a known problem by Novasol for this specific apartment. Apartment wasn’t properly cleaned and had mould several places in the bathroom. After 3 weeks still no response from Novasol on the complaint. Very unprofessional company apparently lacking sufficient customer support
18 June 2024
Reply from NOVASOL Danmark
Hi Michael,
I’m very sorry for the delay in getting back to you and for the issues you encountered with the apartment. I understand how frustrating it must have been to arrive with no internet, especially when you were already aware of this issue.
I’ve informed my colleagues about your review. We’re taking your complaint seriously and will investigate it thoroughly. I sincerely apologize for the lack of response and for the unprofessional experience you’ve had with us.
Thank you for bringing this to our attention. We’ll work to address these issues and ensure they don’t happen again. If you have any further concerns or details to add, please let me know.
Best regards,
Asta
Novasol
Der er ikke nok engelsk på hjemmesiden
5 July 2024
Reply from NOVASOL Danmark
Hej Dmytro,
Tak for din feedback!
Jeg beklager, at du oplevede, at der ikke er tilstrækkelig engelsk på vores hjemmeside. Vi stræber efter at gøre vores hjemmeside tilgængelig og brugervenlig for alle.
Du kan ændre sproget ved at justere det sidste i linket: .de for tysk, .com for engelsk, og .dk for dansk. Dette skulle hjælpe med at få den ønskede sprogversion.
Vi vil også tage din kommentar til efterretning og overveje yderligere forbedringer. Hvis du har yderligere forslag eller brug for assistance, er du altid velkommen til at kontakte os.
Tak for din forståelse og tålmodighed.
Venlig hilsen
Asta, Novasol
so so.......
18 June 2024
Reply from NOVASOL Danmark
Kære Dorthe,
Tak for din anmeldelse.
Det lyder som om din oplevelse var lidt af en rutsjebanetur – hverken helt oppe eller helt nede.
Jeg håber at du fik det bedste ud af situationen, selvom det ikke var en total stjernestund. Vi lover at arbejde på at gøre din næste oplevelse lidt mere "wow" og lidt mindre "so so."
Tak for feedbacken, og vi håber, vi får mulighed for at imponere dig mere næste gang!
Med venlig hilsen,
Asta, Novasol
God service men enorm lang ventetid ved…
God service men enorm lang ventetid ved telefonen.
25 June 2024
Reply from NOVASOL Danmark
Hej Kirsten,
Tak for din feedback! Jeg er glad for at høre, at du oplevede god service. Jeg forstår dog, at ventetiden på telefonen var lang, og det er bestemt ikke ideelt.
I højsæsonen kan der desværre være længere ventetider, da vi oplever en høj volumen af opkald. Det er dog ingen undskyldning for din oplevelse, og vi arbejder konstant på at forbedre vores responstider.
Vi sætter stor pris på din forståelse og din feedback. Hvis der er noget, du har brug for hjælp med, er du altid velkommen til at kontakte os direkte.
Med venlig hilsen,
Asta, Novasol
Deception of customers with Review-Platform Feefo
Uses the Feefo platform for Reviews of their houses.
When your review does not fit their estimation it gets deleted or rewritten with a better score.
This is an actual deception of customers - Keep away from Novasol!
1 July 2024
Unprompted review
Reply from NOVASOL Danmark
Dear Adrian
We use the Feefo platform to collect reviews, and there are certain guidelines that must be followed, such as protecting personal information along with other information. This means that reviews that do not meet these requirements may be removed or modified. We aim to ensure a fair and transparent process for all our customers and apologize if this has caused any confusion.
Kind regards
Julia
Novasol
Hurtig ekspedition ved en last-minute…
Hurtig ekspedition ved en last-minute booking en fredag aften 👍
8 June 2024
Let at booke feriebolig.
2 June 2024
Refund due
We have been waiting nearly 2 months for a refund of £266 agreed by Novasol. I have phoned and emailed numerous times but with no success. We are also still waiting for a reply to our complaint about the state of the house we booked.
29 March 2024
Unprompted review
Reply from NOVASOL Danmark
Dear David,
We sincerely apologize for the delay in processing your refund and for the lack of response regarding your complaint. This is not the standard of service we aim to provide.
Thank you for your feedback.
Best regards,
Simon, Novasol
Mariager Denmark. We rented a lovely thatched house in…
We rented a lovely thatched house in Mariager Denmark. We were looking forward to a week next to Denmark’s most beautiful fjord.
We arrived to a property dirty, unhygienic smelly and with a non working washing machine.
We tried to contact Novasol by phone, internet and TP. Impossible to make contact. We spend several hours cleaning, having bought cleaning material to reach our standard of cleanliness. We left the property a day sooner than booked but did enjoy our time at the cleaned property.
Novasol is good at sending info re requirements and entry to property as well as advising them when we have left. We had no way of communicating two way with them
25 May 2024
Unprompted review
Reply from NOVASOL Danmark
Dear customer,
Thank you for your feedback regarding your stay at the house in Mariager. We sincerely apologize for the condition of the property upon your arrival and for the difficulties you faced in reaching our customer service.
We appreciate your efforts in cleaning the property to meet your standards and are glad to hear that you enjoyed your time once it was in a satisfactory condition. However,
Your comments about the lack of communication channels have been noted and will be passed on to the relevant teams. We are committed to improving our services and ensuring a better experience for our guests in the future.
Thank you for sharing your experience, and we regret that it did not meet your expectations.
Best regards,
Kristine, Novasol.
The house is further away from the…
The house is beautiful and it’s a lovely spot. However, the house is further away from the village than described. It’s about 20-30 minutes walk to the city center of Ebeltoft
17 May 2024
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