FAQs And Essential Information

All our prices are live and will remain fluid throughout the season. We are unable to change your booking price after the time of booking.

Our Travel Consultants are on hand and can hold a villa for up to 2 hours if you need to confirm details with other party members or book your flights.

Anyone up to the age of 12 is classed as a child for our villa bookings. Aged under 2 is classed as an infant.

Unfortunately not. Please ensure the beds are left as you found them on departure. Extra beds can be hired at a cost - if the configuration doesn't suit the party, however, this will be at the discretion of the owner and dependent on the room size. Please note, a villa cannot be over-occupied.

We would be delighted to provide you with the details of local suppliers who can organise this. Please note, fresh flowers and fresh cakes can't always be readily available overseas like in the UK.

Pets are not permitted in our villas. However, registered guide and assistance dogs may be allowed with prior approval from the villa owner. Please contact us before booking to confirm. Unauthorised pets will result in your immediate removal with no refund.

Choosing a villa isn't always easy, especially when you have so much choice! 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. 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 local regulations, 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 contact us prior to booking 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. 

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.

The majority of our villas are either exclusive to Solmar Villas or we have connection to their live availability.  If the villa you have chosen doesn't have live availability, you will be advised in the payment section not to book any elements until your villa has been confirmed. 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.

We will require the full names, dates of birth and passport details of everyone in your party prior to your arrival. It is a legal requirement that the villa owner supplies this information to the local government. Please forward this important information to us as soon as possible.

We will also require your flight details/arrival information and in-resort phone number to ensure cleaning and preparation can be scheduled prior to your arrival.

Your information may be collected by a trusted third party who will supply this information to the local government of your holiday destination.

You can provide all of this information at any time in the 'My Booking' area. 

What is Advanced Passenger Information?

It is a legal requirement in many of our destinations that villa owners supply guest information to the local authorities. To ensure a smooth check-in and avoid any delays to the start of your holiday, we kindly ask that you submit this information as soon as possible after booking.​

​You’ll need to provide the full name, date of birth, passport number, and issue/expiry dates for each guest on your booking—similar to the details required when checking in for a flight or hotel. This information must be submitted no later than your arrival day, or we may not be able to release your key collection details.​

This information may be collected securely by a trusted third party and shared directly with the local government.​ For some destinations, our suppliers will collect the information on collection of the keys from their local offices, if this applies to you, we shall inform you prior to your arrival.

From December 2024, Spain introduced enhanced guest registration requirements in line with Royal Decree 933/2021. This applies to all types of accommodation, including villas in mainland Spain, the Balearic Islands, and the Canary Islands. If you’ve booked a villa in Spain, we’ll send you full details of what’s required after your booking is confirmed.

What changes are coming for travel to Europe?

The European Union is bringing in two new systems for travellers from outside the EU:

•Entry/Exit System (EES) – a new way of recording when you enter and leave EU countries.

•European Travel Information and Authorisation System (ETIAS) – a travel authorisation you’ll need before you go.

When does the Entry/Exit System (EES) start?

EES will begin in October 2025. It will be introduced in stages and is expected to be fully in place by April 2026. This will apply to anyone who is not an EU citizen or a citizen of the Schengen area

Do I need an ETIAS now?

No. You don’t need an ETIAS for travel at present. The EU plans to launch ETIAS towards the end of 2026.

More information can be found here: Upcoming changes for travel to Europe | ABTA

Balances are due 12 weeks before arrival, or 8 weeks if you are paying in monthly instalments. The exact date will be provided upon booking and in your booking confirmation email.

Provided you have supplied all your guest details and flight information, this will be listed in the travel documents sent to you 21 days prior to your arrival. If you haven’t received this yet, please contact the Concierge team.

Provided you have supplied all your guest details and flight information, this will be listed in the travel documents sent to you 24 hours prior to your arrival. If you haven’t received this yet, please contact the Concierge team. Most keys are in a key box outside the villa, but some will require collection from a nearby office.

If we don’t have this information, you will not be able to access the property. As this is a legal requirement, we are unable to make any exceptions.

It is very important that you arrive no earlier than 4pm on your day of arrival and leave the villa by 10am on your day of departure. Our hard working cleaners have a small window to prepare the villas thoroughly for the next guests, so your co-operation is greatly appreciated. We advise that you carry a small torch in case you arrive after dark or have your mobile phone fully charged in order for you to use the torch function.

We offer an opportunity to take our Accidental Damage Cover which provides protection for any accidental damage that may occur during your stay, up to £100 per incident. The cost will be detailed on the basket page at the time of booking. If you choose not to take this cover, a refundable security deposit of £500 will be required, payable 7 days before your arrival. Some accommodation villas will require a refundable security deposit, payable locally. Where applicable, this will be made clear on the accommodation villa description or in the 'Important Information' section on the villa page. The amount of the deposit varies depending on standard of the villa. ​

Our villas are designed with family holidays in mind. For non-family groups of four or more guests where the average age is under 25, a security deposit of £500 (or £100 per person, whichever is greater) will apply. This is in addition to our standard deposit policy and still applies if you choose to add Accidental Damage Cover. ​

Following departure, the villa will be inspected by our local housekeeping and in-resort teams. Any evidence of damage, breakages or failure to dispose of rubbish appropriately will be documented and photographed. Should any deductions need to be made, our UK Guest Care team will contact you directly. Please note that the lead name is responsible for any such charges, and Solmar Villas reserves the right to pursue further action to recover costs on behalf of the villa owner, if necessary.

Please note, if you do find any damages or items not working on your arrival, please report to Holiday Helpline immediately so we can ensure swift resolution.

All guests staying overnight must be included on your booking before arrival. Each villa has a maximum occupancy listed in the property villa description, and this number must not be exceeded. Please note that unregistered or additional guests are not permitted to stay overnight and may be asked to leave. Please contact our Concierge team to add additional guests onto the booking or manage in 'My Booking area'

We will usually forward a confirmation invoice as soon as we receive your booking form. Your full travel documentation, which includes villa information, flight tickets and car hire/transfer vouchers, or confirmation of your car hire/transfer if your flights have been booked elsewhere, will be emailed to you soon after you book. We require the full names, passport numbers and dates of birth of everyone on your booking, which will then be forwarded to the local government and authorities of the destination of the villa you've booked as a legal requirement. These may be collected via a trusted third party. The key code to get into your villa will be sent 24 hours before arrival, provided we receive all your information. Traditionally, you will receive a pre-departure call to make sure you have all the documentation you need.

Please be aware that not all of our villas may be suitable for guests with limited mobility or specific accessibility needs. Many of our villas have been checked by our in-resort team and details can be found on the 'Accessibility' tab on each individual villas page for you to determine suitability. ​

​If you or any member of your party has a disability, limited mobility or other medical needs, please let us know before booking so we can ensure your villa is suitable for your needs. ​

​While our villas do not accept pets, we of course welcome registered guide and assistance dogs with prior permission from the villa owner.​

If you or a member of your party will be travelling with a registered assistance dog, please contact us before booking so we can confirm that the villa is suitable and meets your needs. Not all properties villas may be appropriate for accessibility or outdoor space, and we’ll do our best to help find the right option for you.​

​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 here

We are unable to offer you an early check-in to your villa as we have a deep cleaning and maintenance procedure that must be adhered to prior to your arrival. 

For security purposes, your luggage cannot be left at the villa prior to your official check in time of 16:00.

However, we do provide details of luggage storage options that are available prior to check in and post check out - if these are available in your area, we are able to send this information to you.

Check in is at 16.00 and check out is at 10.00. Currently, we are unable to be flexible on these times.

We are unfortunately not offering early check-in or late check-out in any of our villas. The villas need to be prepared for the next guests and the 10am check-out time is vital to ensure the pool cleaners, gardeners, maintenance and cleaning staff can access the villa throughout the day to ensure it's ready for the next guests. It can take considerable time to clean a villa on changeover days and we would ask that guests do not attempt to occupy the villa before this time, to allow the housekeeping team time to perform their duties.

Yes, car seats can be provided for your car hire or private transfers and may incur an additional charge. Most airlines allow you to book an extra seat on the plane for an infant, this is usually charged at the full price. Please discuss this with our Travel Consultants when booking.

If you're bringing a little one or two along with you for a holiday and require a cot or highchair, please request it at the time of your booking. One complimentary cot and highchair will be provided if there is an infant on your booking, but please be sure to get in touch with us to confirm that the arrangements are in place. Any additional cots and highchairs may be subject to a charge. 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 can't accept any claim for condition of these items, or any injury caused, nor will any refund be made for hired items that guests wish to return on the basis that the owners have left one in the villa.

Some villas are advertised with a heated pool - in certain cases a charge will be incurred for this facility. The temperature of the pool will be affected by weather conditions. Pool heating is designed to take the chill out of the water, not heat it up to body temperature. Where a pool cover is provided, please ensure this is used whenever the pool is not in use.

Yes, both will be provided.

Yes, however we can't guarantee it will be the same strength as the one you may use at home.

Please note if you do have an infant on the booking, you will need to request a cot and highchair (which is free of charge). If, however, you have more than one infant in the party, there will be an extra charge for the 2nd cot which must be requested. Please note that cot linen not provided. Some of our cots are travel cots and will require a flat sheet instead of a fitted one.

Yes, bath towels and bed linen are included as standard. Pool towels are only provided if included on the villa description page, or if you have added them as an extra prior to your arrival.

If you have a cot included on your booking, please note that cot linen is not provided. Some of our cots are travel cots and will require a flat sheet instead of a fitted one.

We do not provide extra towels and linen, however, if you require additional cleaning, we can provide a cost for this if it's possible to do so in that resort.

Most likely yes, however we advise all guests not to take valuables with them and if you do to keep them with you at all times.

Please see the 'What's Included?' tab on the individual villa page on our website to see everything that's included in your chosen villa.

A food pack can be ordered for your arrival - however this isn't available in all of our destinations/villas. We recommend guests arriving after 18:00 do order a food pack.

Below is a guide as to the contents which can be expected. Please note the cost of the items in the food pack are usually circa 50% of the cost, the rest is payment for the time taken to shop and then deliver the items to the villa. Please note that the contents of a food pack cannot be amended.

Basic food packs can be provided for an additional charge, however, these aren't available in all of our resorts. 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. Please note that welcome packs are not available in all villas/destinations.

Some villas are advertised with a heated pool, in certain cases a charge will be incurred for this facility. When available, most are electrically heated but some are solar heated. The temperature of the pool will remain affected by the weather conditions. Pool heating is designed to take the chill out of the water, not heat it up to body temperature. Where a pool cover is provided, please ensure this is used whenever the pool is not in use.

Our sales team will be happy to help you arrange your flights, simply contact us and we'll help book all the flights and any transfers you need. All flights booked with Solmar are ATOL protected, and you will be notified of any changes as soon as we learn of them. 

If booking your own flights, bear in mind your villa's check in / out times!

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 guests 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 (but this isn't the case in every resort).  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. All guests need to fit the car seats themselves, as suppliers do not fit them for them for safety reasons.

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.

EV Chargers

Please note that not all villas' electricity supply will cope with EV charging alongside other services such as air conditioning. Unless an EV charger is fitted, charging of an electric vehicle is not permitted at any of our villas. Where EV chargers are fitted it will be noted on the villa description pages. EV charging may incur additional charges locally under a fair usage policy.​

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 guests 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). Unfortunately, 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 can't guarantee these are in good working order and therefore may not be 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 our Holiday Helpline who may be able to arrange collection of the hire goods and reimbursement of hire charges if and when possible.

Yes! Depending on your villa, there a whole range of extras available to ensure you have everything you need for your stay. We also provide attraction tickets and excursions via our partner, Attraction World. Click here to book.

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 driver 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 driver's. 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. Please remember check out is at 10:00, if your departure transfer time is later than 10:00 you can arrange an alternative pick up point with your driver.

Please see your Holiday Itinerary document for full details on transfer times or car hire collection information.

For information purposes we have defined our villas as 'close to' beach, shops and restaurants and if a car is needed. On this website we assume 15 minutes' walk is generally acceptable by most guests and therefore any villa within theoretically 15 minutes' walk or less from the specified facility is categorised as being within walking distance. The formula used to calculate this is based on an average walking speed of 4mph. This does not take into 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. ​

Villas that are located within 1.6km to a grocery shop and restaurant will therefore be classified as Car Optional, please ensure you review the location map and research the surrounding terrain for suitability for you and your party. ​

Some local roads near our villas may have limited street lighting and uneven paths, so we recommend bringing a torch for added comfort and peace of mind when walking at night.

Our standard cleaning and preparation services 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 as well as a light clean, but not a full changeover clean. Additional cleaning can usually be arranged at an additional cost, please contact us for details. Cleaning supplies are not provided in any of our villas. If your villa has a barbecue, please ensure you leave it in a clean condition.

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. A net is provided for you to remove any leaves from the pool throughout the day. Gardens are maintained on a regular basis. It is impossible for all work to be carried out on 'changeover' days alone. We ask for your cooperation, as it is imperative to keep our villas well maintained for all guests throughout the year.

We kindly ask that children are supervised at all times when using or near the pool area, and all safety notices are carefully followed. ​

If your villa is advertised with a heated pool - in certain cases and different times of the year a charge will be incurred for this facility. The temperature of the pool will be affected by weather conditions. Pool heating is designed to take the chill out of the water by heating a few degrees above current temperature, not heat it up to body temperature. Where a pool cover is provided, please ensure this is used whenever the pool is not in use to retain the heat.​

Some of our villas feature saltwater pools, which use a natural process to sanitise the water without the need for added chlorine. These pools do not use seawater but instead convert dissolved salts into a gentle sanitiser. The result is softer water that's kinder to your skin and eyes, while keeping the pool clean and safe.​

Your first port of call is our 24/7 Holiday Helpline - you will be given their contact number in your Villa Guide.

We also have dedicated Villa Managers in most of our destinations, available to provide direct support when required.

They are passionate, hardworking, and highly knowledgeable about their destination and surrounding areas, after having lived there for many years.

As such, they can communicate in the local language and are also familiar with local laws and customs. Should you need their assistance while on holiday or have any questions, please reach out to our Holiday Helpline.

No - we can arrange direct, private transfers to take you to the villa from the airport as well as provide car hire quotes. Full directions from the airport are available within your travel documentation which you can access in the 'My Booking' area anytime. 

No - once you've checked-in, the villa is all yours! Our Villa Managers can visit if required but we aim to not bother you during your stay.

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, 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. N.B. you may need to isolate an area of the house or turn off appliances in order to restore the majority of the villa power. You can do this by turning the appliances on and off until the main trip switch stays in the upright position.

Please note not all villas electricity supply will cope with EV charging alongside other services such as Air Conditioning. Unless an EV charger is fitted, charging of an electric vehicle is not permitted at any of our villas. Where EV chargers are fitted it will be noted on the villa description pages. EV charging may incur additional charges locally under a fair usage policy.

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 always 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. Stray cats are common in many destinations and local dogs are also often left to roam abroad, generally these are kept outside. None of our villas accept pets, and we ask that you not to encourage the local wildlife by supplying food and water during your stay.​

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. ​

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 our Holiday Helpline immediately as often these building works can be stopped in the summer season.

Most of our villas are equipped with a TV, and many offer access to English-speaking channels. The type of service varies depending on the destination and the individual villa and may include Digital Satellite, Smart TV, Streaming TV (for example, streaming device, Firestick, Chromecast) or local terrestrial TV Channels. However, please note that access to subscription-based channels is generally not provided. ​

Access to channels can be affected by external factors such as changes in satellite coverage, weather conditions, villa location, and local regulations. As these are outside of our control, we are unable to guarantee uninterrupted service and cannot accept liability for any disruption.​

Some villas also provide DVDs players; information will be included in the villa description. Make sure to bring any DVDs with you to watch.

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.

Air conditioning and/or heating will not be available unless listed in the villa description. Some villas may carry an additional charge for air conditioning or heating. This will be clearly stated on the villa description page. Charges may be local, via a coin-operated system, or pre-booked and paid in advance during the booking process. ​

Air conditioning systems in our villas may operate in different ways depending on the property and the majority of villas with air conditioning have this facility on a timed management system due to local energy saving initiatives. Some units run on timers, typically active during the hottest parts of the day—mid-afternoon and nighttime—while others use eco-settings that detect movement or include cut-off switches that turn off the unit if windows or doors are left open.​

To help the system run efficiently, please do not override timers or leave air conditioning on for extended periods, as this may cause the unit to malfunction or leak.​

Portable heaters, fans and air conditioning units can sometimes be hired, but due to the electricity consumption capacity in most villas, you will generally be unable to use more than two portable units at one time.  

Due to the location and traditional design of many of our villas, most use with standard sized water tanks which are usually heated by solar energy to provider hot water throughout the villa. Once the hot water supply has been used, there may be a short delay whilst the tanks refills. For larger groups, we recommend staggering showers to help ensure everyone has access to hot water.​

Tap water is generally safe to drink in most of our destinations, however due to the taste and high mineral content 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. ​

For all destinations, we would only recommend you drink bottled water.​

Please note that in some locations, occasional water shortages or supply interruptions may occur without warning. These are typically short-lived and outside of our control, but we’ll always do our best to assist and resolve any issues as quickly as possible.

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 Holiday Helpline. 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 our Holiday Helpline.

Right here:

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.

Hand Luggage Restrictions - Information on UK airport hand luggage allowances

Many of our destinations celebrate local festivals and sporting events throughout the year – such as cycle races and the vibrant San Juan festivities. These occasions offer a wonderful chance to experience authentic local culture, but please be aware they may bring increased noise levels or temporary road closures in some areas.​

During these times, some local shops, restaurants, and banks may have altered opening hours or be closed. Certain villas may also have specific restrictions in place during major events – be sure to check the villa description for any relevant details before booking.

For the purposes of our website description, we identify these as:​

• Hot Tub – heated water with jets, usually a chargeable extra​

• Whirlpool – cold water with jets.​

If your villa features a hot tub or whirlpool this will clearly be identified in the website description, and some may incur an additional charge. Any additional charges will be shown in the optional extras as part of the booking process. Where a charge is applied, the use of these facilities is restricted unless you pay before arrival at your villa.

Most villas are designed to suit the hot, dry climates typically experienced during the summer months. As such, they may not be as well equipped for wet or cooler weather as homes in the UK. High humidity levels can be a problem, especially in warmer conditions, and during periods of heavy rain, some villas may appear damp. This is usually temporary and resolves quickly once the weather improves and the property is properly aired.​

Some destinations may occasionally experience a calima — a weather phenomenon where dust and sand are carried by the wind, often from the Sahara. This can affect outdoor areas, particularly swimming pools and terraces. As this impacts all properties in the region, cleaning may take some time to arrange. We kindly ask for your patience while we work to restore outdoor spaces to their usual condition.

Please remember to lock all windows and doors when leaving the villa and always use the safety deposit box and security alarm system where provided. You must ensure all the windows, shutters and doors are locked at night. Where available, set the security device if you are out for the day and at night time or when you are in bed. You should also take care to lock doors and windows if you are relaxing by the pool. ​

For peace of mind, some villas may have CCTV cameras installed as part of their security system. Where this is the case, cameras are either switched off during guest stays or only become active if the alarm system is triggered. However, some may have cameras positioned externally, covering entrances or parking areas, in line with insurance requirements. These measures are in place to help protect the villa when unoccupied and are not intended to monitor guests. . If you have any concerns, please don’t hesitate to contact us.​

If you see something suspicious, report it to the Holiday Helpline.

If you're already thinking about a return to your villa, you can rebook by going to our website and finding the next available date, or by calling our friendly sales team who will always be able to help.

It is a condition of booking with us that you must report any problems to our Holiday Helpline. 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 our Holiday Helpline whilst in resort.