Our website uses cookies. By continuing to use this website, you consent to our cookie policy.
Our holiday homes remain open - Update 25/01 - Check out our FAQs

Frequently Asked Questions

  • Searching for a stay
  • Description of a holiday home
  • Booking
  • Price and payment
  • Discount codes and gift certificates
  • Preparing for my stay
  • About Ardennes-Etape
  • Covid-19

Searching for a stay

  • How do I know if the house is available during a certain period ?

    We make every effort to keep an updated website.

    In each house description, there is a calendar is available. First, you will need to select the type of stay, in order to choose your dates:

    • Weekend (Friday-Sunday)
    • Long weekend (Friday-Monday)
    • Midweek (Monday-Friday)
    • Or week (Friday-Friday)

    If the period appears in green and it can be selected, then it is available.

    For example, if you are looking for a stay on the first weekend of March, you just need to select "weekend" and then navigate to March to view all the available weekends in March

  • How do I use the search engine and the results list ?

    In the search engine, indicate the number of people in your group and the period during which you want to stay in the Ardennes. The results list will only show the holiday homes available during this period.

    Then you can further refine your search results by using the many filter options that our search engine offers to define the criteria for your next vacation rental.

    There are 25 filter options available, such as the number of bedrooms, number of bathrooms, types of relaxation amenities, technology, baby equipment, etc. The number of houses that meet the criteria of your selection is directly displayed.

    You can also search by location and within a specific perimeter surrounding your desired location.

    If the criteria you have selected give too few rental offers in your search results, Ardennes-Etape can help you. Below your own search, we offer a list of results that are close to what you need.


    In the search engine,  au-dessus de notre site you will also find a search box called « recherche rapidereference »

    Here you can enter a keyword, a holiday home reference number, the name of a location or of an amenity. Then, you can click on the item or results list that best matches your search

    This is an efficient and fast way to find the information you need.

  • What are the standard stays ?
    • week from Friday (arrival between 4 p.m. and 6 p.m.) to Friday (departure before 10 a.m.)
    • weekend, from Friday (arrival between 4 p.m. and 6 p.m.) to Sunday (departure before 8 p.m.)
    • long weekend, from Friday (arrival between 4 p.m. and 6 p.m.) to Monday (departure before 10 a.m.)
    • midweek from Monday (arrival between 4 p.m. and 6 p.m.) to Friday (departure before 10 a.m.)
    • 2 weeks from Friday (arrival between 4 p.m. and 6 p.m.) to Friday (departure before 10 a.m.)

    This time table applies to most of the holiday homes. For some houses (high capacity) departure is before 10 a.m. and arrival is after 4 p.m. 

    You can check the arrival and departure times in the property description or on your booking documents.

    During certain holidays (Easter, Ascension, Pentecost, All Saints' Day, etc.) the classic stays can be exceptionally adapted on our site in order to offer you the possibility of renting an extended weekend, or other types of stay that could be more interesting.

  • Can I book a stay other than a standard stay ?

    Depending on the season it is possible to organise a customized vacation. Contact us We will check with the owner of the holiday home to see if we can accommodate your request and, if necessary, we will send you a suitable price offer adapted for your particular stay.

  • My Client Account

    You can create a customer account by clicking on the "Log in" link at the top right corner of your screen. An e-mail address, your name and surname will be required to confirm the account.

    A client account allows you to save your favourite holiday homes if you are planning a stay, to subscribe to newsletters, and to book your holidays.

    You can also create an account when you make a reservation from a holiday home listing. You will have the choice to create a personal password or to generate one automatically via our site. As part of the reservation process, your address and telephone number will also be requested in order to prepare for your stay.

    Our privacy policy can be found in our terms and conditions: Privacy Policy, Article 2. https://en.ardennes-etape.be/privacy-policy

  • Saving my favourite houses

    While surfing on the Ardennes-Etape website, you can save as many holiday houses as you want.

    On every descriptive page (at the top) of a holiday home and below each house in the search results, you will see a little green heart-shaped icon. Click this heart to add the house to your favourites.

    You can view your favourite holiday houses at all times when navigating our site by clicking on the heart icon in the top right corner of your screen.

    To save your favourite houses for your next visit to our site, do not forget to log in with your username and password. 

    Your information is accessible anytime, anywhere, regardless of the computer you might be using at the time.

    We hope this toolbar will come handy for all visitors.

  • Subscribing to Newsletters

    Would you like to be informed about our news? Find some inspiration for your holidays, our promotions, our new holiday homes, the best plans in the Ardennes, the places not to be missed, our tips and much more useful information in our newsletters. Sign up here to receive our newsletter.

    You can unsubscribe at any time by clicking on the "unsubscribe" link at the end of the newsletter.

  • Did you forget your password?

    Do you already have an account but forgot your password?

    Do not worry! All you need to do is request a new one in the "Log in" section at the top right of your screen, then click on "I am already a member" and "Forgot your password? ». Insert your e-mail address and click on « request a new password ».

    An invitation to change your password will be sent to you by e-mail. However, it will only be active for 30 minutes. After this time, you will have to repeat your request.

  • How can I search for a house with a discount? How can I benefit from a stay with a promotion?

    Some stays are marked as « last-minute ». As the starting date of these stays draws near, some rentals offer a reduced price. The reductions are clearly indicated on the holiday home’s page for the specified periods. Last-minute discounts are not applied automatically for each stay.

    Do you usually wait until the last minute to go on vacation to benefit from promotional rates? We have thought of you, so we offer the possibility to search only for stays on promotion.


    You just need to choose a date via the search engine and click on "Find". You can now refine the results list by selecting the box "Promo / Last-min" to see only the stays that are currently on promotion.

    The price will be displayed as follows: the rental price will be crossed out and replaced by the promotional price.

    However, in the price detail section, we indicate the former rental price and specify the amount of the discount. This will be mentioned as "Your advantage".

    Are your dates not fixed yet? Is price a big deciding factor for you? There is also the possibility to base your holiday search to find the cheapest stays! In our search engine, you just need to select the number of participants, random "Length of Stay", random "Arrival Month", and "Cheapest stays".

  • Do you offer a brochure with the different holiday homes?

    In order to offer you a constantly updated offer in an eco-responsible way, Ardennes-Etape has chosen not to publish a catalogue. All houses are to be found online with a vast amount of additional information on our website www.Ardennes-Etape.com.

    You can add keywords to look for special characteristics.

  • Can I visit the house before reservation?

    No. Visits are not possible, to ensure the peace and quiet for the holiday makers staying in the houses. Ardennes-Etape guarantees the quality of all houses, with an indication of comfort level on a scale of 2 to 5 stars. All houses in the selection are revisited on a regular basis using the holiday maker satisfaction survey in order to preserve this quality in the future and to make sure the pictures on the website are still in conformity with the reality.

  • How can I share the holiday house that I found?

    You can share the description of a holiday home at any time via the icons that are located next to the title of the holiday home, near the photos. Some of the sharing options available are via email, "Facebook", "Messenger", and "WhatsApp".

Description of a holiday home

  • Description of a holiday house

    The list of results will display all houses corresponding to your criteria and available on the given date. Just click on the photo or on “More information” …

    … to obtain the complete details for the house you selected : photos, a general description, …

    … the location and composition of the interior, specific features, …

    You will also find a wealth of tourist information to prepare your stay

    On the descriptive page of the house, you can still modify the type of stay (weekend, week, …) and the date.

    You can return to the search results page to have a look at the other possibilities.

    Tip : have an extensive look on the descriptive page of the holiday homes. There is really a lot of information on the house and on the region, which helps you to properly plan your vacation.

  • Address of the holiday home

    For confidentiality reasons and to avoid any improvised visit that could annoy present guests, the addresses are not mentioned on our Internet site. You will receive it on the documents that we send upon the reception of the balance of your stay. At the same time, you will receive the contact details of your holiday home’s  manager or owner so you can coordinate with them the delivery of the keys.

  • What is the maximum capacity?

    The descriptive page for each holiday home tells you exactly how many people you can bring along in the house. Take into account all members of your group, including young children and babies.

    For fire safety reasons, it is strongly prohibited to exceed the maximum capacity of the house.

    If your group consists of four adults and two babies, the total number equals six people, even if the babies sleep in a bed you brought yourself. Take this into account while choosing your holliday cottage.

  • Is there a cot?

    Availability of baby equipment is mentioned on the descriptive page of each house. If it is not mentioned, it is not present in the house.

    If there is a mention that baby equipment is available "on request", please make a request to Ardennes-Etape or to the house owner.

  • Size of the sheets ?

    The standard size of a single bed is 90 x 200 cm, double beds can vary between 140 and 180 cm x 200 cm. The exact dimensions will be specified on the documents of your stay so that you can bring the adequate sheets for the beds.

  • Ordering bedlinen

    Unless otherwise stated, you should bring your own bed linen (bed sheets, mattress covers, pillowcases). Some holiday homes offer the possibility of renting bed linen for a fee. This option is mentioned in the house description, sometimes directly in the price details. If you wish to rent bed linen, please inform Ardennes-Etape or the owner, ideally 10 days before the stay at the latest. In principle, these fees are payable onsite to the owner.

  • Can I bring a pet to the holiday home?

    This information is provided on the descriptive page of the house. In some houses you can, in others you cannot bring your pet(s). Some owners ask for an additional fee.

    A "dog" icon in the description of the holiday home indicates if one or more pets are allowed. Please mention their presence when making the reservation.

    • no dogs allowed
    • 1 dog allowed
    • 2 dogs allowed
    • 3 dogs allowed

    When making a the reservation, you must indicate if you are bringing a pet. This authorization mainly concerns dogs. For all other animals, the request must be sent to us or the owner.

    If you bring your pet, make sure that it does not enter the bedrooms, the bathrooms, the wellness areas and that it does not climb on the sofas.

    Even if the terrain is fenced, it is your responsibility to monitor your pet, as well as ensuring cleanliness (picking up excrements) and avoiding any noise. Additionally, your pet must be kept on a leash in any space common with other homes.

    To avoid any damage in your absence, we ask you to bring a cage for your pet. And do not forget to bring your pet's veterinary passport.

  • What does "The holiday home is reserved mainly for family groups" mean?

    "This house is primarily intended for family groups. Non-family groups may nevertheless be allowed, subject to the acceptation of the owner and with a possible additional deposit."

    "In order to guarantee the quality of the property, it is prohibited to organise student parties, bachelor parties, drinking parties…"

    If you see one of these messages during the reservation procedure, Ardennes-Etape will ask you for some additional information, as there are:

    • what type of group (family, friends,…);
    • minimum and maximum age of the group members;
    • the goal of the stay in the Ardennes.

    You must confirm having read these exceptional conditions. The extra information will be transferred to the home owner. Your reservation is finalized once the owner gives his approval.

    Attention! If the provided information on arrival turns out to be incorrect, access will be denied by the owner or the manager in charge.

    We thank you for your understanding and beg you to respect these exceptional conditions at all times. With your help Ardennes-Etape can continue to guarantee the quality of the holiday cottages in the future.

  • Am I allowed to smoke inside the house?

    In most houses it is prohibited to smoke inside for fire safety reasons. Please respect the signs inside the house that point out smoking is not allowed.

  • What do the stars mean?

    The Ardennes-Etape evaluation system – a scale from two to five stars

    the holiday homes +
    this means the house falls between two categories.

    the holiday homes 5 stars 
    located on the most exclusive locations; the luxurious interiors will please the most demanding customers.

    the holiday homes 4 stars 
    very comfortable, interiors have been designed with the greatest care or the house has an exclusive location.

    the holiday homes 3 stars 
    very neat, cosy and equipped with all necessary daily comfort.

    the holiday homes 2 stars 
    simply but solidly furnished and equipped with everything that is necessary on a day-to-day basis.

  • What do the different sound levels mean?

    The noise level of the holiday homes is measured on a scale from 1 to 5.


    As quiet as it gets
    Absolute peace and quiet, house is located on the countryside, in the middle of nature, in a small hamlet, in a calm dead-end street,…

    Very calm 

    The house is located in a small village, you might hear sounds typical to the countryside, or some children playing outside,…


    You will find yourself in a village centre, next to a road without constant traffic, you might hear the neighbours or farmers in the area,…

    Average noise level

    A busy road passes next to the house, traffic sound is ubiquitous.

    High noise level

    The house is located in the city centre, right next to a busy national road or close to the highway, at a crossroads, traffic sound is constant.


    The sound level is mere indicative and for your information, therefore not binding. Sound level might be subject to changes because of temporary circumstances.

  • What do I need to know about houses with an outdoor pool?

    Outdoor swimming pools are sometimes unheated and can only be used during a limited period in the year. This information is available in the description of the holiday house on the Ardennes-Etape website.

    Some pools may be shared with the owner and / or other holiday homes. Sometimes, a schedule is also applicable. This information is always mentioned in the description of the holiday home.

    We remind you that it is strictly forbidden to use soap and / or shampoo in outdoor swimming pools. It is also forbidden to drink or eat in the pool.

    Here are some general rules regarding the use of a swimming pool.

  • What do I need to know about houses with an indoor pool?

    If your home has an indoor swimming pool, which sometimes can be unheated, please read carefully the advice given on site by the owner to ensure a safe and environmentally friendly stay.

    Some pools may be shared with the owner and / or other holiday homes. Sometimes, a schedule is also applicable. This information is always mentioned in the description of the holiday home. Please, leave the air dehumidifier in operation to prevent mildew!

    We remind you that it is strictly forbidden to use soap and / or shampoo in swimming pools. It is also forbidden to drink or eat in the pool.

    Here are some general rules regarding the use of a swimming pool.


  • How to book?

    You will find the « Book Now » button at the bottom right side of the photos. By clicking on it, you can start the booking process of your future holiday rental.

    I am already a member

    If you have previously booked a holiday with ARDENNES-ETAPE, click on « Log in to go faster! » and enter your username (email address) and password.

    If you have forgotten your password, you can simply request a new one by inserting your e-mail address in the «Forgot your password? » section. If the account exists, you will receive an email with a link that is active for 30 minutes. By following that link, you will be redirected to a secure page on our site where you can create a new password.

    I am a new customer

    You do not have an account yet? Enter your information below 'New user?' and create your own Ardennes-Etape account. Please enter all information correctly. This information will be used to send you all practical information before your stay. Pay extra attention when entering your e-mail address.

    Ardennes-Etape will not communicate your information with a third party. Read our privacy policy for further information. Click 'Continue'.


    Please tell us about the composition of your group. We need to know the number of adults and adolescents, children, babies and pets. The number of people (and pets) in the house may not exceed the maximum capacity of the house (to be found on the descriptive page). There is no difference between babies, young children and adults. They all count as one person.

    Do you have a promotion code? Enter the code here.

    You can choose a cancellation and/or indemnity insurance. This insurance covers the cost in case of cancellation, no matter which group member is the cause for the cancellation. Learn more about the cancellation insurance.

    Check all information for one last time and click 'Continue'.

    Booking confirmation :

    Ardennes-Etape provides an overview of your reservation.

    Read the general terms and conditions of sale and do not forget to tick the box to agree with these terms and conditions.

    Click 'Confirm'

    Within 48 hours you receive a confirmation e-mail.


    You can also create an account from the home page by selecting "Log in" and then "I am a holidaymaker"

  • Booking as a company

    Would you like to stay in the Ardennes for your seminar or team-building event? Do not hesitate to contact us to find out about the best catering services near your holiday home, group activities, and possible changes to your stay in order to best meet your program.

    The reservation must be nominative but the invoice can be made to the company.

  • Can I place an option?

    No, in principle this is not possible. For very high-capacity houses a short 48 hour option is possible. Our co-workers at the Contact Centre can explain all the details.

  • I wish to cancel my stay, how does the cancellation insurance work?

    It is recommended to carefully read the general terms and conditions of sale before cancelling any reservation, since extra fees will be charged. The general terms and conditions state clearly the steps to undertake in order to cancel a reservation.

    To avoid cancellation fees, we recommend that you subscribe to the cancellation insurance that we offer during the booking process.

    The Ardennes-Etape cancellation insurance covers the cancellation fees of a stay or reimburses you if your holiday must be cut short in the event of death, serious illness...

    The premium is 7.5% (+ EUR 5 booking fee) of the booking cost of your rental. You will find the general conditions of this insurance via the link:  https://en.ardennes-etape.com/insurance#legal 

    If you need to, unfortunately, cancel your stay, please contact Ardennes-Etape by phone or e-mail.

  • Changing the number of guests in my reservation

    When you booked your stay, you didn’t think that Pierre, Paul and Jacques would come? If the total capacity of the holiday home is not exceeded, we can add them. To do this, you can contact us by email, by replying to the email we sent you, by new mail, via the contact form on our site, or by phone. See our section: how to contact us?

Price and payment

  • How does the payment work?

    If the stay takes place in more than 8 weeks, a deposit of 30% of the amount will be requested within 5 days after the confirmation of your booking.

    The calculation of the deposit is equal to 30% of the rental price + administration fees + possible insurance.

    The balance will be payable 8 weeks before the stay.

    You can make the payment of your reservation upon confirmation of your booking by bank transfer or online by Visa, Mastercard, Maestro, Ideal, ING Home Pay, KBC Online, CBC Online, Sofort, or Bancontact / Mister Cash. You can choose to pay the total at once. Or you can also choose to pay in two parts: the down payment, and the balance.

    In some cases, the deposit is to be paid to Ardennes-Etape, in other cases it is the holiday home owner who manages the deposit. Expenses are paid at a flat-rate before the start of the stay or afterwards according to consumption and market prices.

  • For Last minute bookings, how is the payment made?

    We understand by « Last-minute » stays those that are booked within 8 weeks before the start of the stay.

    For a last-minute booking, you are required to pay upon confirmation of your booking and at once the whole amount of the rental. No down payment is required.

    There are several payment methods available:

    • online with Visa, Mastercard, Maestro, Ideal, Home Pay, KBC Online, CBC Online, Sofort, or Bancontact / Mister Cash.
    • By bank transfer. In case of payment by bank transfer and if your holiday begins less than 21 days after your reservation confirmation, please send us proof of your payment, because of the working time it takes to process a payment. You can send this by email to accounting@ardennes-etape.com or by fax +32 80 29 24 09.

    Attention! Ardennes-Etape needs to be in possession of the total amount or the proof of payment (if the vacation starts the same day or very shortly after) before providing the practical information. Please read the general terms and conditions of sale

  • What is the use of the deposit I am giving?

    The deposit serves as a guarantee in the interest of the owner of the house, in case of damage caused and / or non-compliance with the cleaning rules at the end of your stay. It will be refunded to you no later than 15 days after the end of your stay and after thorough verification of the condition of the property.

  • How can I recover my deposit?

    Unless otherwise stipulated, the deposit is always refunded by bank transfer within 15 days after the end of the stay. Do not forget to provide us with your bank details (IBAN and BIC) for the reimbursement. You also have the possibility to send them in your customer account, and/or to give them to the owner in person, if the deposit is to be paid onsite.

    IBAN and BIC codes contain your bank account information in a European format. If you do not know them, you can obtain them at your bank or via www.ibancalculator.com

  • As for expenses, what is the difference between the estimate and flat rate?


    The flat rate is fixed and known from the booking of the stay. It is calculated on the basis of the length of stay.


    Based on the consumption of guests who have stayed in this house during an equivalent period, an estimate of the expenses is given to you by way of an indication and not on a contractual basis. The amount charged at the end of your stay will depend on your actual consumption.

    For this consumption to be reasonable and ecological, here are some useful tips:

    • Keep windows and doors closed,
    • Use the thermostat,
    • Cover the pool (if you are not in it ☺)
    • Turn the lights off when you leave the room,
    • Turn off all energy-consuming appliances (sauna, oven, jacuzzi, ...) after using them.
  • What is the advantage of taking rental damage insurance?

    This insurance covers you for unintentional damage to your holiday home. Knowing that with children and pets an accident can happen anytime, we strongly advise you to take the rental damage insurance.

    Please read the general terms and conditions of sale

  • What is the advantage of subscribing to the cancellation insurance?

    To avoid cancellation fees, we recommend that you subscribe to the cancellation insurance that we offer during the booking process.

    The Ardennes-Etape cancellation insurance covers the cancellation fees of a stay or reimburses you if your holiday must be cut short in the event of death, serious illness...

    The premium is 7.5% (+ EUR 5 booking fee) of the booking cost of your rental. You will find the general conditions of this insurance via the link:  https://en.ardennes-etape.com/insurance#legal

    If you need to, unfortunately, cancel your stay, please contact Ardennes-Etape by phone or e-mail.

  • Booking fees

    As with any agency, booking fees are applicable, at a price of 25 €. These are mentioned in the price offer, directly visible in the description of the holiday home. The purpose of these fees is to be able to manage the whole process of your stay: before, during, after your stay, we are at your disposal.

Discount codes and gift certificates

  • Discount Codes

    If you have a promotional code, you may add it during the booking process. You receive a discount code for the value of the booking fees (25 €) of a future stay by answering the satisfaction survey. You can benefit from a discount of the booking fees of your next reservation or any booking recorded within 3 months, for a stay within the year.

    If the discount code is still valid, it will be automatically added to your reservation. We only accept one promotional code per booking. These are not cumulative. If you have several promotional codes, the most interesting option will be applied to your stay.

  • Offering a gift voucher

    Did you know that you can purchase an Ardennes Etape Gift Voucher? For the value of your choice, customizable, and valid for one year from the date of issue.

    This original gift allows you to pick the holiday home of your choice among the many rentals available on the Ardennes-Etape site.

    You can order it in the "Gift Voucher" section of our website. After receiving your payment, your gift voucher will be available in your personal account. You can print it or send it by e-mail to the person of your choice.

    Are you interested? Visit our Gift Voucher page.

  • I want to use my gift voucher

    How does the Ardennes-Etape gift voucher work?

    • 1. Book a holiday house on the Ardennes-Etape website.
    • 2. Choose the “gift voucher” payment method at the end of the booking procedure.
    • 3. Enter the code that is displayed on your voucher.
    • 4. Pay the price of the holiday house, in whole or in part, with the gift voucher.

    Read here the terms and conditions of the Ardennes-Etape gift voucher.

  • What are the Ardennes-Pass Guide and the Activity Pass?

    During your Ardennes-Etape stay, you will receive the Ardennes-Pass Guide as well as the Activity Pass.

    The Ardennes-Pass Guide is an exclusive gift offered by Ardennes-Etape. It shows you the best attractions in the Ardennes: museums, animal parks, caves, castles, kayaks, adventure or gastronomic activities... you will not miss the best of the Ardennes.

    This handy guidebook offers more than a hundred discounts on the essential activities of our beautiful region, useful tourist information, and many good deals. This exclusive advantage is reserved for Ardennes-Etape customers only.

    After booking an Ardennes-Etape holiday home, you will receive your Activity Pass by email, following your stay ticket. Do not forget to print it.

    Present your Activity Pass to our partners and benefit from your discount.

    The Ardennes-Pass Guide is available upon your arrival in your holiday home. If this is not the case, do not hesitate to ask the owner.

    And if you won’t use the Guide after your stay, we kindly ask you to leave it for the next holidaymakers. Thus, together, we preserve our beautiful Ardennes.

    Discover now the full list of activities.


Preparing for my stay

  • My Holiday ticket

    After paying the complete amount you will receive your holiday ticket and a checklist, containing the following information:

    • information on the home owner (or manager in charge);
    • the exact address of the house, to contact the day before your arrival to arrange an appointment;
    • the location where to obtain the keys to the house;
    • list of things to bring.

    You can find the same information in your personal space My Ardennes-Etape, and also the itinerary to get to your holiday destination.

    Do not forget to bring it with you.


  • Where can I find the itinerary to my holiday home?

    You find all necessary information to get to your holiday home in your personal space My Ardennes-Etape.

  • Should I bring bed linen?

    You should always bring your own bed linen, unless stated differently on the website. This means:

    • blanket covers
    • sheets
    • pillow covers

    You find all information concerning bed linen:

    • in the « What to bring » section on the house description
    • on the checklist you receive together with your holiday ticket after paying the remaining amount
    • in your personal space My Ardennes-Etape.

    Otherwise, this information is available in the "What to bring" section on the description of the holiday home, on your Holiday Ticket, and in your private Ardennes-Etape account.

    In some holiday homes, bed linen and towel rental is mandatory. This is mentioned on the descriptive page.

  • How do I notify the owner of my arrival?

    Unless otherwise stated on the stay ticket, the arrival time is generally between 4 p.m. and 6 p.m. In order for the contact person to be onsite at your arrival, please always contact the person the day before you arrive so you can let them know of your precise arrival time, even if it is set for the usual time slot. Due to cleaning, the key cannot be delivered earlier than the specified time. Any late arrival must be communicated in advance and requires the agreement of the owner.

    You will find the contact information on:

    • the "Holiday Ticket" sent to you by e-mail.
    • in your private "My Ardennes-Etape" area.

    If you realize on the way to your holiday home that you will be arriving late, you should also let the contact person onsite know about your delay.

    Please, also note that some owners do not speak foreign languages. This information is available in the owner’s contact details mentioned on the stay documents.

  • What to do in the event of a claim or incident?

    What is a claim or incident?


    If there is a problem that can be resolved in the short term during the stay, it MUST be declared as soon as it is identified by the tenant to the owner and, if necessary, to Ardennes-Etape; in order to allow the owner to give an appropriate response without delay.

    Failing to do that, we may then consider that the tenant, who has not allowed the owner to intervene to reduce the damage, will be considered as solely responsible for the aggravation of this damage and, therefore, will have to bear the consequences alone.

    • CLAIM:

    If a solution to the problem can not be found during the stay by the Owner, it is possible to submit a claim, only via the link https://en.ardennes-etape.com/objection within 48 hours of the end of your stay.

    How to make a valid and admissible claim?

    VALID: A claim can be submitted only via the link https://en.ardennes-etape.com/objection, within 48 hours of the end of your stay.

    ADMISSIBLE: The claim must be based on factual elements such as:

    • State of the premises at time of entry and exit signed by both parties
    • Photos related to the problem (with date, in context and detailed)
    • Detailed and objective accompanying comments.
    • ...
  • If the final cleaning is included, what is expected from me when I finish the stay?

    A full cleaning will be carried out by the owner after your departure. However, you are required to leave the house in a state of cleanliness such as you would like to find it (swept, tidy both indoors and outdoors, dishwasher and fridge emptied, sorted waste, bed linen removed, clean barbecue, ...). If you do not follow these rules, you may be charged a surcharge.

  • At what time should I leave the holiday home?

    Unless otherwise stated, the departure time mentioned on the stay documents must be complied with and confirmed on site with the owner in order to return the keys.

    On Sundays, the departure time is often 8 p.m. in order to fully enjoy your stay. On Mondays or Fridays, the departure must generally be done by 10 a.m. Please, inform the owner before your departure so that he can pick up the keys in person.

  • How can I use the sauna?

    We urge you to read the instructions given on site by the owner in order to use the sauna safely and avoid any damage.

    Here are some general rules regarding the use of a sauna.

  • How can I use the jacuzzi?

    In addition to the instructions given on site by the owner, you are required to take a shower everytime before using the jacuzzi or bubble bath.

    We remind you that it is strictly forbidden to use soap and / or shampoo in jacuzzi or bubble baths. It is also forbidden to drink or eat in there.

    Here are some general rules regarding the use of a jacuzzi.

  • Things to know when you come to the Ardennes...

    Calves, cows, pigs, flies, spiders or mice... You will most certainly have the chance to come across them if you stay in the Ardennes. Noises and odors are obviously unavoidable, but they are also part of the charm of our beautiful countryside and these animals can bring some joy to younger and older guests.

    Ardennes-Etape can not be aware of all the noisy sites or events that take place in our magnificent region. Life must obviously follow its course. Instead, try to enjoy this opportunity to take part in the local life and immerse yourself in its welcoming atmosphere.

    In short, a little common sense will allow you to fully enjoy the Ardennes!

About Ardennes-Etape

  • Who are we?


    As an agency, we ensure the mediation between the homeowner who puts his property for rent and the holidaymaker who rents it. We take care of the administrative part of the stay: highlighting holiday rentals, updating schedules, tracking reservations, payments, and documents. However, the keys are handed over by the owner or his/her home manager, directly in the holiday home, or at the home manager’s place.

    Ardennes-Etape guarantees the conformity of the housing descriptions and their contents, with the exception of the estimates of expenses referred to in Article 10.2.2. which have only indicative value. Similarly, photographs, maps and tourist information, as well as the noise level of the accommodation are mentioned for information purposes only and do not imply any obligation on the part of Ardennes-Etape.

    Ardennes-Etape is a trademark operated by ASTERIA SRL, whose registered office is in Belgium at 4970 Stavelot, Avenue Constant Grandprez, 29.

    ASTERIA SRL is registered with the VAT number BE 0473952094 and is registered with the Banque Carrefour des Entreprises under number 0473.952.094.

    It is accredited by the Professional Institute of Real Estate Agents (IPI) under number 502682.

    Its banking details are: IBAN: BE25340027377882 - Bic: BBRUBEBB.

  • How to contact us?

    Astéria Ardennes Etape,  Avenue Constant Grandprez  29, 4970 Stavelot, Belgium

    Call us

    +32 80 29 24 00 (general line) or +31 40 30 41 087 (Dutch line)

    Monday to Thursday from 8.30 a.m. to 6.30 p.m.

    Friday from 8.30 a.m. to 7 p.m.

    Saturday from 10 a.m. to 4 p.m.

    Sunday from 10 a.m. to 4 p.m.


    Send us an e-mail

    You can also ask all your questions by email at info@ardennes-etape.com

    Or use the contact form via this link: https://en.ardennes-etape.be/contact-us

    Fax : 080 29 24 09

    We are also available via our Live Chat.


Do you have a stay planned for the coming weeks and are have questions related to the COVID-19 coronavirus crisis?
See our "COVID-19 Frequently Asked Questions"

Our customer service can be reached from Monday to Friday between 9AM and 5PM, and during the weekends between 10AM and 4PM. Please be aware that, given the current circumstances, we might be less accessible than usual. We recommend you contact us by mail but, if a phone call is really required, ask you to be patient. If you already wrote, no need to try to join us, we will get back at you. Thank you and take care.