No Credit Card charges
We are committed to giving our clients the finest villas in the best locations at market leading prices. As part of this we are pleased to advise that as of March 2012 all new bookings will NOT incur any additional charges for paying by credit card.
Choosing a villa isn't always easy. As the majority of our villas are privately owned they are furnished to the owner's individual taste. We endeavour to give an accurate description of each villa with interior and exterior photographs. Please note that the furnishings are subject to change from the photographs without prior notice to allow for repair, cleaning and replacement of broken items. There should always be adequate dining, seating, beds cutlery etc. for the standard occupancy in the villa. All properties conform to individual country's standards, however the safety standards and regulations overseas may not always be the same as we enjoy in the UK. If you have specific requirements please call us so we can ensure you are choosing the right villa for your holiday.
Most Villas are designed for hot, dry weather experienced through the summer and may not be so well suited to wet or cold spells as your home in the UK. Humidity can be a problem where temperatures are high. In very wet periods villas may give the appearance of being damp. This will quickly disappear once the weather returns to normal and the villa is aired.
All villas are strictly no smoking and no pets allowed.
When searching availability, each villa is defined as instantly Available or 'On request' (which requires confirmation within 48 hours). 95% of the villas on our site are exclusive to us and if a villa says Book Now then you will be booking the villa in real time. If you choose a villa without instant confirmation it will state 'Request Now' and the booking is still legally binding. Solmar Villas will obtain the booking confirmation from the supplier then automatically confirm your booking to you including any flights, car hire etc. ordered at the same time without any prior notification. You will then receive a confirmation invoice via email. Where flights have been ordered and flight prices have changed you will be contacted prior to proceeding with the booking (this only applies to 48 our confirmation villas).
Occupying & vacating your property
The majority of our villas are available from 16:00 hours onwards. For security reasons, villas will not be left open so arrival during office hours and before dark is advisable. You must vacate the property by 10:00 hours on the day of departure so it can be adequately prepared for new arrivals. We can arrange suitable flights to coincide with these timings.
Assistance in Resort
As you chosen a private villa holiday we will not interrupt your holiday. You are able to book an appointment with your representative to visit you if you want to; please speak to the office who will arrange this with you. If you have not visited the area before or this is your first self-catering villa holiday we recommend you pre-arrange an appointment with your representative so that they can meet with you at the villa and run through the local area and villa facilities. Should you require assistance in any way, you will have somebody close by who can help. Most of our destinations have a representative available 7 days a week; we will provide you with their contact mobile number. Where a representative isn't available you can contact the House Management team who will be able to help. We therefore advise all our clients to take a mobile with them in case they need to contact any of the above as pay phones can be hard to find.
Pools, Garden & General maintenance
Swimming pools are normally checked and cleaned twice a week during peak season and once a week at all other times, this is usually done before you arrive but will sometimes be done mid-week. Gardens are maintained on a regular basis. It is impossible for all work to be carried out on 'change over' days alone. We ask for your cooperation, as it is imperative to keep the properties well maintained for all our client's enjoyment throughout the year.
Kitchens include hob, fridge-freezer, basic cooking utensils, cutlery and crockery. Some villas have additional facilities such as washing machines, dishwashers or microwave ovens. These are shown in the villa description where available. Irons and ironing boards are usually provided.
Water electric and gas consumption is included within the villa rental cost. Unfortunately it is the case that some resorts can suffer from water or electricity shortages and supplies can be cut off with no notice for varying periods of time. We ask for your patience and cooperation in such instances, as you will appreciate these situations are out of our control. Please remember that the electricity supply is not the same as the UK and as such you will be limited to the amount of electrical items that can be run at the same time and that this is the usual cause of any power shortages. In many properties power failure will also lead to water failure as unlike the UK, the water is pumped using an electrical pump. If you have any difficulties you should be able to find the location and directions to reset the fuse box in your villa information pack, or call the local representative/house management.
Insects/Vermin and Animals
Mosquitoes, ants, cockroaches and other insects are endemic in warmer climates, particularly in rural areas. Villas are treated at the start of the season with an ant repellent; however it is not 100% effective. The only way to keep ants at bay is to have a zero tolerance approach to food crumbs. Mosquitoes can be kept at bay by a good repellent purchased either in the UK or the local chemists/supermarkets. Many of the villas are surrounded by scrubland and neighbouring gardens and field mice and other rodents are therefore common. Local dogs are also often left to roam abroad, and general are kept outside. All these types of aggravations, together with late night noise are unfortunately unavoidable and out of our control, we therefore ask for your patience when they occur. None of our villas accept pets and we ask you not to encourage the local wildlife by supplying food and water during your stay.
Building work and noise is unavoidable as the demand for property increases. Many resorts are still developing and therefore there is a possibility of building work, road works, or construction work, this may be carried out by local authorities or private developers. Most of our villas are also situated in residential areas and work may begin on a neighbouring property over which we have no control nor are given any prior notice. If we are aware that such works are likely to occur during your holiday and may, in our opinion, significantly affect your enjoyment we will advise you. We will endeavour to offer suitable alternative accommodation (with you paying or receiving a refund in respect of any price difference). If we are unable to offer an alternative, you may elect to cancel your holiday. If you have not been made aware of active building work prior to travel but do find that your holiday is being affected significantly because of local construction/building/maintenance, we would ask you to contact your representative, and/or house management and us immediately as often these building works can be stopped in the summer season.
Maid service varies at individual properties from preparation only with linen and towels to a service five days per week with daily towel change and weekly linen change. Standard Maid service provided with all villas will include pre-rental clean and preparation of the villa and an end clean. If you are staying for 2 weeks you will have linen and towel change approximately half way through your holiday. Additional cleaning/maid service can usually be arranged at an additional cost, please contact us for details. Beach towels and cleaning equipment such as washing up liquid and dish cloths are not supplied in any of our properties. If your property has a barbecue, please ensure you leave it in a clean condition as no maid service is included in the up keep of this facility.
Satellite TV & Video/DVD
If the description for a villa indicates Satellite television you can expect to receive at least one English language channel, however, subscription channels are not usually available. A number of our villas are equipped with standard television, which will only receive local foreign language channels.
The quality of the signal may vary from villa to villa and at different times of the day. Other restrictions may be introduced by the service providers based on, but not limited to, technical issues and/or high demand and it is likely that websites providing video streaming services will also be restricted. Whilst we will endeavour that you can make the maximum use of the service afforded, we are not in a position to guarantee:
- The availability of the service at all times;
- The speed at which information may be transmitted or received via the service;
- That the service will be compatible with your equipment or any software which you use.
We cannot accept responsibility for the loss of any internet connection or service or any subsequent consequences thereof, and we will not offer any compensation for the same. Your use of the service must not be unlawful or otherwise inappropriate and we have no responsibility for, or control over, the information you transmit or receive via the service.
Basic food packs can be provided for an additional charge. If you anticipate arriving when shops may be closed you should consider ordering one. Please be aware that the cost of a food pack also includes the cost of delivery and time spent to shop for the items. The total contents value will normally be around 50% of the food pack cost.
Most heated pools are electrically heated but some are solar heated and the temperature of the pool will therefore depend on the weather conditions. In certain cases a charge will be incurred for this facility. Pool heating is designed to take the chill of the water, not heat it up to body temperature.
Cots & Highchairs
If you require a cot or highchair please request it at the time of booking. The additional charge will be added to your invoice. Cots are provided locally and will differ to those you may use at home, the majority of suppliers will supply a travel cot. For hygiene reasons cot linen is not usually supplied. A few owners may provide cots and highchairs in the villa without our knowledge, we will not accept any claim for condition of these items, or any injury caused, nor will any refund be made for hired items that clients wish to return on the basis that the owners have left one in the villa.
Air-conditioning & central heating
An increasing number of villas are equipped with air-conditioning. A charge will be payable prior to departure when stated during the quote and book process. Air conditioning units may be restricted to night time use only. The majority of the villas in Mallorca which have air-conditioning are on a timer, the hours are usually 13.00-15.00 and 19.00-07.00. Please note that the majority of our properties are not equipped with any form of heating facilities. Portable heaters and fans may be available to hire. Due to the electricity set up in most villas you will be unable to use more than 2 portable air conditioning units at any one time. Please call 01283 505710 or email firstname.lastname@example.org prior to booking for more information or if you are unsure on what air-conditioning your villa has or if you require portable heaters or fans.
Tap water in Spain is generally safe to drink, however due to the taste and high mineral content in some regions being attributed to stomach upsets it is advised that you purchase bottled water which is readily available in most food outlets for a low charge.
Charter and 'low cost' airlines offer the most economical way to travel, however unforeseen circumstances such as bad weather or mechanical failure can cause delays. Under present EC law flight suppliers are able to change timings. For more details please refer to our booking conditions. Schedule flights, which are very competitive and less prone to delays usually have newspapers, all drinks and meals supplied at no extra cost.
For your convenience, we arrange for vehicles to be collected from the airport on arrival and return there at the end of your holiday. Check carefully that your rental period coincides with your requirements and the flight timings. An extra charge will be incurred for late return or for collections made outside the car hire company's office hours. Please ensure that all clients intending to drive abroad take a valid driving licence and will need to be present at the vehicle collection desk. Some hire companies impose a charge locally for any additional drivers. The majority of hire companies now provide you with a full tank of fuel and will charge you on collection for this fuel and then tell you to bring it back empty; this is now the standard practice. A major credit card will be required when collecting any vehicle. Debit cards are not normally accepted. Baby seats can be supplied to fit the majority of hire cars. These must be requested at the time of booking and are payable locally.
Vehicles are supplied by Group and not by specific make or model. If a specific vehicle type is not available an alternative vehicle of the same group or higher will be provided.
Transfers are not included with the villa price, but are available to book through us. In all cases, transfers are by private taxi car or minibus (not shared with another party) and direct to the villa, an appropriate size vehicle will be ordered, however where this is not available a larger vehicle may be used. If you do need to collect a key on the way, please let your drive know, they are usually quite happy to wait. Child seats are a legal requirement for all children under 12, however it is the passengers responsibility to provide this, not the drivers. Most of our transfer companies will provide child seats free of charge or for a small fee, these must be requested in advance. Some destination transfers will not supply child seats, please contact us for confirmation.
Many of our resorts now offer the opportunity to hire a range of products such as portable air conditioning, baby equipment and wheelchairs. This is a service to our clients and the items will be provided by a local hire company and made available on or shortly after arrival. Please note that any compensation in relation to the hire of these items is limited to the hire cost itself. Cost includes delivery and collection to the villa as well as maintenance and running costs (where applicable). No refund will be available for items that are not used. As most of our villas are owned by private individuals we cannot monitor the equipment provided in each villa, therefore they may already be certain items provided, however we will not guarantee these are in good working order or safe to use. If on arrival you have hired duplicate equipment and are happy with the quality of the items already in the property, please do contact the representative who may be able to arrange collection of the hire goods and reimbursement of hire charges where possible.
Every effort has been made to ensure that the information contained on our website is accurate however some of the advertised facilities may alter or be temporarily withdrawn by the suppliers without giving us prior notice. Quality descriptions such as 'Luxury' are based on the opinions of the staff at Solmar Villas and where this word is used to describe a villa you can expect the villa and grounds will include something that is an indulgence rather than a necessity. Pool sizes and distances are given only as a rough guide. Maps provided are for reference only and not an indication of exact location. Errors and omissions can occur and prices may alter due to circumstances beyond our control.
For information purposes we have defined our villas as 'walking distance to' beach, shops and restaurants. On this site we assume 15 minutes' walk is generally acceptable by most clients and therefore any villa within theoretically 15 minutes' walk or less from the specified facility is categorized as being within walking distance. The formula used to calculate this is based on an average walking speed of 4mph. This does not take in to consideration any inclines or possible road closures etc. These are based on an average adult in good health and you may need to make adjustments for young children, elderly members of the party or people with disabilities. If you have specific requirements please contact us before booking to ensure the villas location is suitable.
Some accommodation will require a refundable security deposit. Where applicable, this will be made clear on the accommodation description and will be payable locally and refunded locally by the house manager in resort once the property has been inspected. The amount of the deposit varies depending on standard of the villa. In such cases where no damage or security deposit has been paid, we reserve the right to charge for any loss or damage that occurs during your stay at the villa. Whilst Solmar Villas accept same sex group bookings, or young group bookings (where average age is under 25), they will be subject to an additional damage deposit of £400.00 payable 1 week prior to departure directly to Solmar Villas. The additional damage deposit is also payable on Special Voucher Deals (for example Groupon, KGB Deals).
We will forward a confirmation invoice within three workings days of receiving your booking form. Your full travel documentation, which includes villa information, flight tickets and car hire/transfer vouchers will be available on the client area of the website 14 days prior to your departure.
Disabled and Less Mobile Passengers
ABTA have produced a 'Checklist for Disabled and Less Mobile Passengers' which has been designed as an aid to checking the suitability of the accommodation, transport and facilities in the destination. This form should also be used to give information regarding specific needs for equipment and / or medication. You can download a copy of the checklist from here in Adobe Acrobat pdf format.
Problems and Complaints
In the unlikely event you should have a problem on your holiday it is a condition of booking with us that you must report it to our local Villa Representative and/or the supplier of the service(s) in question. If this is done verbally then confirmation in writing should be received as soon after as possible.
All our suppliers and representatives must be given the opportunity to resolve any issues brought to our attention and allowances be made by you for any local conditions regarding the reasonable amount of time taken to rectify the problem.
Claims for compensation will only be considered where it is proven that any reported problem had a prolonged or major impact on the enjoyment of the holiday booked. It is not acceptable to make a serious complaint on return from your holiday when we are not made aware of your concerns. Therefore it is imperative that if you have a complaint you contact your representative, local agents or Solmar Villas in the UK.
- ATOL Website - Information on benefits and financial protection.
- ABTA Website - Information on benefits of booking with an ABTA member
- Foreign & Commonwealth Office (FCO) - Advice on travelling abroad
- Department of Health - Information on health requirements and vaccinations.
- The Passport Agency - Information on Passport & Visa requirements and general travel information.
- Department of Transport - Information on Airport Security