FAQs

You can find most of the information you need on our website. However, if you can't locate exactly what you're looking for, you can reach us through various channels:

• Phone: We're available Monday to Friday from 10:00 AM to 5:00 PM and on Saturday from 10:00 AM to 2:00 PM.
• Email: Send your request or inquiry via email.
• Quote Request: Submit a quote request on our website, and we'll gladly prepare one for you.
• Call Back Form: Leave your details on our 'call me back' form, and we'll contact you at your convenience.
• WhatsApp: No time to call? Reach us quickly via WhatsApp.

We aim to respond within 24 hours on weekdays. If we require extra time due to research or high volume, we'll notify you promptly.

For urgent matters, please call us for immediate assistance.

Yes, it is possible to place a room on hold. This allows you time to consider your decision without the risk of the room being booked by someone else. Please contact us to arrange this.

Keep in mind that the availability of placing a room on hold depends on the hotel and the timing of your request. Therefore, we recommend reaching out to us early so we can check availability and options with the respective hotel.

If you have any questions or need more time to decide, please let us know. We are happy to assist you further.

Absolutely! We value your preferences and strive to tailor your stay to your needs. You can add additional preferences to your booking. Whether you have specific room requests, dietary preferences, or other special requests, let us know and our team will do its utmost to accommodate them.

The contents of our online prices may vary depending on the specific hotel and chosen program. For specific questions about what is included in a particular booking, please don't hesitate to contact us. Our team is ready to answer all your questions and assist you with planning your trip.

Our online prices do not include:

• Flights (though we are happy to assist in finding connections, see question 14)
• SGR contribution (€5 per booking)
• Calamity Fund contribution (€2.50 per 9 persons)

On our website, we display starting prices based on double occupancy rooms during the low season. Please be aware that additional charges may apply if
you book a single occupancy room or stay during a different season than the one upon which the starting price is based. These surcharges can vary depending on the specific season and availability at the time of booking.

For most of our hotels, you can request prices for your preferred dates by filling in the desired date and room details. We strive to ensure transparency in
our pricing. However, if you have any uncertainties, specific preferences, or require further information, please don't hesitate to ask for assistance.

We provide a lowest price guarantee to ensure you can book with confidence. When you make a booking with us, we guarantee that you will receive the best available price for your stay. If you find a lower price elsewhere for the same accommodation and under the same booking conditions, we will adjust our price accordingly or offer you an additional benefit.

Furthermore, we consistently offer extras for our customers, such as complimentary upgrades, spa gift vouchers (credit to spend in the spa), free access to the spa, and more.

You have several options for booking your holiday. You can book directly through our website for your preferred dates, room type, and program. Alternatively, upon receiving a travel proposal, you can inform us via email, WhatsApp, or phone that you wish to confirm your booking. We kindly request the following information from you so that we can finalize your booking promptly:

• Names as they appear on the passport + birthdates.
• Address details of the main booker.
• Any dietary preferences and/or allergies that we should notify the hotel about in advance.
• Whether you will be booking your own flights or would like us to assist with that.
• Whether you require travel and/or cancellation insurance.

No, all our trips are on request. When you make a booking, whether online, via email, by phone, etc., we always need to reconfirm availability with the respective accommodation. Therefore, your booking is not immediately confirmed, and we will notify you within 24 hours whether the booking can be finalized or not.

You will receive an immediate automatic confirmation from us upon receiving your booking. However, it will also indicate that you should wait patiently as the booking is pending confirmation.

Upon receiving your booking, we will promptly forward it to the hotel and aim to confirm it within 24 hours on business days. You will then receive a definitive confirmation email from us. This email will outline all the details of your booking and what is included in the trip. In some cases, particularly when accommodating preferences or handling special requests, it may take a bit longer to receive confirmation from the hotel. Rest assured, we will keep you informed throughout this process.

Puurenkuur is a member of SGR – a Dutch national body which guarantees the protection of funds pre-paid to member travel agents and organisations on the part of the consumer. All holidays and trips contained on the pages of this website fall under the SGR guarantee. This guarantee ensures consumers are reimbursed any payments made prior to their travelling, should the travel company through which they booked be financially unable to deliver, as per agreed in the contract. We have to pay the SGR € 5 per person per booking, we charge our clients € 5 per booking.

  

Calamity insurance

Puurenkuur is also a member of Stichting Calamiteitenfonds Reizen. Within reach of this agreement fall all holidays and trips advertised on the pages of this website, with the exception of those within the Netherlands. The Calamiteitenfonds ensures that consumers 1) are reimbursed (part of) the costs associated with their trip, should Puurenkuur be unable to properly deliver the holiday following the occurance of a calamity 2) are reimbursed any necessary excess costs incurred, should Puurenkuur need to adapt the holiday or prematurely end the holiday following the occurance of a calamity. For further details on this protection, please visit www.calamiteitenfonds.nl. The term ‘calamity’ here signifies an abnormal occurance as a result of war or natural disaster. A cost of €2.50 is added per booking to go towards this insurance.

There are several reasons why you might want to modify your booking. Below, we have outlined the most commonly requested options for you.

• If you have just made a booking and realize within 48 hours that you want to change the date, we can modify the booking free of charge. (Please note that different rates may apply for accommodation and flights during a different season).
• If you wish to book a different program/room, or prefer full board, we will make these changes for you at no additional cost, provided that availability exists at the hotel. (Different prices may apply if you choose a higher room category or a more extensive program).
• If you made the booking more than 48 hours ago and want to change the date of your trip, we will first check the hotel’s availability and terms. If the hotel’s policies are flexible, we will modify the booking for you. Any additional costs imposed by the hotel will be passed on to you. (Different rates may apply in a different season).
• If you booked flights through us and wish to change your booking, we are subject to the terms and availability of both the hotel and the airline, as well as any additional charges they may impose. (Again, different rates may apply in a different season).

You can cancel your trip free of charge within 48 hours of booking. If you have booked online or accepted a quote and the date does not work for you, you can cancel within this 48-hour window. After 48 hours, our cancellation policy applies. You can find these terms in Article 9 of our terms and conditions.

When you book with Puurenkuur, we will always reserve a room for single occupancy, so you will never have to share a room with someone else. Some hotels offer single rooms, which are often smaller and have a single bed. If a hotel does not offer single rooms, we will always book a double room for single use.

Yes, this varies. Please ask us about the options available for your desired hotel, and we will gladly provide the details!

Puurenkuur can arrange tickets for you as well, but please note that additional charges will apply. Please inform us of your preferred departure airport when making your request, and we will check the options for you.

You are welcome to book your own tickets. However, we recommend doing so after we have confirmed your accommodation to avoid any issues with flight availability conflicting with our ability to secure your stay.

Additionally, we can arrange transfers for you at the hotel to match your booked flights.

Puurenkuur arranges both scheduled and charter flights to various destinations. Airlines may change aircraft types, flight times, etc., without prior notice. We always notify you promptly of these changes. If there is a date change, we will discuss adjusting the flights with you or finding an alternative solution.

We advise checking your flight times the day before departure to ensure everything is scheduled as booked. Please be aware that Puurenkuur is not responsible for any costs due to potential changes in flight schedules or cancellations. Any additional expenses, such as alternative flights or accommodations, will not be covered by Puurenkuur. However, we will make every effort to minimize any additional costs.

An airline can change or cancel a flight at any time, including last-minute changes. In such cases, the options available to us depend on the policies of the hotel and the respective airline. If your flight is changed or canceled, please contact us promptly so we can assist you in finding the best solution together.

It's recommended to travel with adequate insurance coverage. Travel insurance ensures that you and/or your belongings are protected during your vacation. This insurance provides compensation for damages or offers assistance in specific situations where you require help while traveling. For instance, it covers costs arising from illness or accidents during your vacation.

Cancellation insurance ensures you are well-covered if you unexpectedly need to cancel your vacation or if it needs to be cut short.

Puurenkuur partners with Allianz and A.S.R. insurances. We are here to help you arrange the appropriate insurance coverage.

Certainly! We collaborate with Sunnycars, a highly reliable partner where all insurances and an additional driver are always included. Ask us for a customized proposal, and we will gladly explore the options for you!

We always arrange your transfers directly with the hotel or through trusted local partners. These arrangements are based on your flight details to ensure there's someone ready for you at the airport. We provide your flight numbers to the transfer company so they can accommodate any delays. If you've booked your flights independently, we can still organize your transfers. Just provide us with your flight details, including the flight number.

Certainly! If you know in advance which treatments you would like to add, we can arrange this for you. Depending on availability at the spa, the hotel can schedule these treatments in advance to prevent disappointment. Of course, you can also book treatments on-site based on availability. Payments for additional treatments booked must always be made locally at the spa.

The treatments included in a spa program are reserved in advance. In some cases, you are required to fill out a questionnaire before departure, requesting more information about your complaints, your preferences, and the purpose of your stay. Based on this questionnaire, the hotel notes your preferences and will create a treatment schedule. These schedules are sometimes sent in advance. If included, the schedule and your preferences will be discussed during the welcome consultation upon arrival at the hotel.

The following payment rules apply to bookings: 

• Deposit upon confirmation of booking: when booking your trip, a deposit of 50% of the total cost is required. The costs of travel and cancellation insurance, policy fees, and flight costs if applicable must be paid through the deposit.
  
• Final payment: the remaining balance must be settled in full at least six weeks before your departure date.

For last-minute bookings (travel date within six weeks), full payment is due within 72 hours of booking. If flights are part of your booking, the flight ticket amount must be paid within 24 hours to secure the booking. In case of any changes in flight prices during this period, we will coordinate with you before finalizing the booking.

Puurenkuur reserves the right to cancel the travel agreement if payments are not received on time. In such cases, cancellation terms applicable to travelers will be enforced and managed accordingly.

Accepted Payment Methods

When booking online, you will be directed to our payment page where you can choose your preferred method. Payment is not required immediately; an invoice will be emailed to you after booking confirmation. If you book through one of our specialists, you will receive a final booking confirmation email along with an invoice. 

In both cases, payment can be made via: 

• Bank transfer: Transfer the amount due to our bank account, be sure to include your reservation number. 
Bank details for Puurenkuur: 

ABN AMRO: 494717165 

IBAN: NL96ABNA0494717165 

BIC: ABNANL2A 

• iDeal: available directly on our payment page or provided by our specialists via a secure payment link.
• Credit card/PayPal: available directly on our payment page or provided by our specialists via a secure payment link.
• Cash: Cash payments are accepted at our office by appointment only. Please contact us to arrange a cash payment.
  

The travel documents will be sent approximately 10 days before departure, provided that full payment has been received. They will be sent via email to the email address you provided during your booking. Please check your spam folder as our emails may sometimes end up there.

If you do not receive your travel documents on time or if you have any questions about them, please contact us.

In certain European countries, you can use an international identity card for travel. However, for most countries, having a valid passport is necessary. Typically, many countries require that your passport remains valid for at least six months beyond your planned date of departure back to your home country. It's essential to always verify the specific passport and visa requirements for your destination, as these regulations can differ from one country to another and these can also differ depending on your nationality. For the most up-to-date information for Dutch nationals, please visit www.minbuza.nl or contact the embassy or consulate of the country you are visiting.

Depending on your destination and nationality, you may need a visa for your trip. You can find the most up-to-date information for Dutch nationals about visa requirements on the Rijksoverheid-website, or contact your country's embassy for more information on visa requirements. 

For personalised advice on vaccinations, we recommend contacting the local health authority (GGD in the Netherlands). Depending on your destination and personal circumstances, you may require travel vaccinations. You can consult the GGD via www.ggdreisvaccinaties.nl or speak with your general practitioner.

We strive to offer the best service possible and value your feedback. If you encounter any issues or are dissatisfied during your stay, we encourage you to bring your concerns to our attention on-site. This allows us to address and resolve any issues promptly. If you find it challenging to resolve the matter with the hotel, please don't hesitate to contact us directly. By informing us while you are still on-site, you give us the opportunity to assist and make things right for you. Once you have departed, it may become more challenging for us to provide effective assistance.

Absolutely! While many spa resorts are designed primarily for adults (adults-only), there are growing numbers of locations that offer facilities for children and babies as well. Large hotel chains, especially, provide excellent amenities where your child can enjoy activities in the kids club while you indulge in spa treatments. Additional services such as babysitting or au pair options are available for an extra charge. If you request a baby cot when booking, a portable crib similar to a camping cot will be provided in your accommodation. Contact our specialists to find out which hotels are best suited for your family's needs.

Absolutely! You can purchase a gift voucher for any desired amount. We will email you a voucher that can include a personalized message. The voucher comes with a unique code for redemption and remains valid for up to 2 years from the date of issuance.

We are also delighted to assist in gifting a wellness trip. We can provide a voucher with a personalized message for this purpose as well. Please reach out to our specialists to arrange a gift voucher or to give the gift of a wellness journey.

During our yoga retreats in the Netherlands, Dutch is the primary language as our (yoga) instructors are Dutch. If there are participants who do not speak or understand Dutch well, the instructor will provide some instructions in English as needed.

In our hotels abroad, the main language spoken is English, along with the local language of the country (for example, Spanish in Spain). Consultations, activities, and guidance are always available in English. We do not offer locations abroad where Dutch is spoken.

Depending on your booked trip, meals may be included in your stay. These meals are provided according to the hotel's check-in and check-out times. If you are staying on a half-board or full-board basis, it typically starts with dinner on the day of arrival and ends with breakfast on the day of departure. If you arrive earlier or depart later, you can enjoy à la carte meals at your own expense.

If you wish to upgrade to a different meal plan, this is certainly possible. Please contact our specialists for assistance.

Many of our wellness and spa trips are booked by solo travelers. Some of our locations are more suitable and attuned to solo travelers than others. For instance, you might find a community table where you can dine with others if you wish, or these locations may be small-scale, fostering a community of like-minded individuals. We are here to assist you in finding your ideal wellness journey. If you are looking for a specific destination to travel to alone, please contact one of our specialists.

Certainly, outside office hours we are always available for emergencies. You can find information and the correct phone number for emergencies in your travel documents. During office hours, you can call our regular office phone number.

Please contact one of our specialist, they are more than happy to help!