FAQs

Got a question? Find your answer here!

Before you book

What do villa rental rates cover?

The rental rates are per villa per week and not per person. In addition, there are no 'under occupancy' or 'accommodation only' surcharges!

Villa rental will include preparation, linen, towels (excluding poolside towels unless states in the villa description) pool maintenance, water, electricity, gardening and various levels of maid service are included.

Where additional charges are made locally, these are shown on the optional extra pricing section of the individual villa which will be displayed once the villa has been added to the basket.

Read our Essential Information for full details.

Is there anything you can do about the price of my villa?

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.

Can I hold a villa?

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.

What ages qualifies as a child?

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

Are you able to change the configuration of beds in the villa?

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.

Can you provide something in the villa for a special occasion?

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.

Can I bring my pet with me to the villa?

None of our villas accept pets.

After you book

What other details do you need from me?

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 the villas can schedule their cleaning prior to your arrival.

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

When is the full balance due?

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.

How can I find out the villa address?

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.

When and how will I receive the key collection information?

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. Most keys are in a key box outside the villa, but some will require collection from a nearby office.

What will happen if I don’t provide my guest details and flight information?

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.

Check-in/Check-out

What is the check-in and check-out times of the villa?

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

Do you offer early check-in/late check-out?

We are unfortunately not offering early check-in or late check-out in any of our properties. 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.

Are there any luggage storage options?

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.

What's included?

Is my pool heated?

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.

Will an iron and ironing board be available?

Yes, both will be provided.

Will a hairdryer be provided?

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

Will a cot be available?

Please note if you do have an infant on the booking, you will need to request a cot (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.

Is bedding and linen provided?

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.

Can extra towels and linen be provided?

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.

Will there be a safe in the villa?

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

The instructions for the safe are provided in your Villa Guide. If you are unable to use your safe for any reason, do keep your valuables with you at all times.

What is the WiFi speed?

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.

Maintenance and cleaning

How often will my villa get cleaned?

Our standard maid 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. Additional cleaning/maid service 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.

How often is my pool and garden maintained?

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.

Support in resort

Will I receive any support whilst in resort?

Your first port of call is our 24/7 Concierge team - 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 called 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 Concierge team.

Will the Villa Manager be there to meet me at the airport?

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 will be sent you 21 days prior to your arrival.

Will the Villa Manager visit me during my stay?

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.

Adding extras

We arrive late, can you arrange a food pack?

A food pack can be ordered for your arrival - however this isn't available in all of our destinations. 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.

Can I book extras or excursions with you?

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.

Can I book extra seats for infants?

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 ask our Concierge team if you would like us to book this for you.