Holiday home - 8 persons - Permelille - Permelille - 8305 - Samsø

The house itself is very nice. Cozy, tastefully decorated and very complete, including toys for little kids. Also, Samsø is a beautiful island. The surroundings of the house are very quiet and there is a very nice place to have breakfast and lunch almost nextdoor.However, the communication from Novasol about our booking and check-in was very minimal and confusing. We had to call the emergency phone number during our journey to find out where to pick up the key, because no information was given. When arriving at the house late in the evening, it appeared that bed linnen and towels were not included. This was not known to us, and not communicated during the booking process. It is quite stressful to find out that there is not a single bedsheet in the house after a long journey with a one-year-old. Luckily, we could pick up an extra set at the nearby Novasol office after-hours, after calling the emergency line again. On top of that, the heat pump of the house was malfunctioning. We did not have warm water to shower for two days. Again, the communication from Novasol was very unclear. The local office would contact us, but they did not. When we came back from a day-trip that day, a technician had entered the house and fixed the problem without us being informed, while we were told no-one would enter the house without us being contacted. The next day, the problem reoccured and we had to make several phone calls again, before someone came to help us. It turned out that the heatpump had to be reset. Resetting was very easy to do, but was only a temporary fix: we had to repeatedly reset the pump to have warm water during the remainder of our stay. In short: a great holiday house, except for the heatpump (hopefully it gets fixed permanently and then it really is a perfect place to stay), but not a great experience with Novasol. Although the issues did get solved in the end, the difficult communication made this into a good holiday, instead of a great one.