FAQ's
Villa related
What is included in the property rental?
The rental includes:
- Accommodation as specified
- Use of private pool
- Towels (except pool towels unless otherwise specified on the website)
- Gas, water and electricity (except for heating unless otherwise specified on the website)
- An initial supply of lavatory paper, soap, washing up liquid or dishwasher tablets
Do I count children and infants when I calculate the rental?
Children over 2 years of age must be included when calculating the villa rental. This does not include babies under 2 sleeping in cots. Please note that some houses will not accept more than one infant in a cot, due to lack of space to place extra cots. Please discuss this with our reservations staff if applicable to your party.
Can I hold a property while I decide if I want to book?
We can hold a property, with no obligation, for up to 48 hours to allow you time to make your decision and look into flight availability.
Is there flexibility with set arrival days, and duration of holidays?
If you want a different arrival day to the one specified, we will try to be flexible. We can arrange short breaks or long weekends in many of our villas. The rent will be charged at a minimum of four nights although you may choose to stay for only two or three nights. We can often vary the arrival day to suit you and can offer ten day holidays. In most properties, this is not possible in peak season, ask our reservation staff for more details if you want to book a particular villa.
Is it possible to arrive very late?
If you have very late flights, we will inform the key holder about your estimate time of arrival at the villa. However, some owners / villa managers will charge about € 50 extra if the arrival is after 8 PM.
How do I work out the deposit and how can I pay?
Booking deposits is 30% of the total rent. For bookings within 8 weeks of departure full payment is required at time of booking. You can pay by bank transfer, credit card or pay pal. Please mind that a charge of 2.5% will be added to all credit card transactions, due to the costs of the credit card companies.
When is my balance due and how can I pay?
Final payment is required 8 weeks before departure. For bookings within 8 weeks of departure, full payment is required at the time of booking.
Will you send me a reminder when my balance is due?
Yes, you will receive two reminders before the date will pass, and a final reminder shortly after the payment date has passed.
Am I charged for using a credit card and why?
Yes, a charge of 2.5% will be added to all credit and charge card transactions, to cover the costs of the credit card company.
What is a security deposit for and when is it refunded?
We or the owner / key holder / villa manager hold a security deposit against damages on all villa reservations. When you have to pay this to our company, you will have to pay this with the holiday balance and it’s refunded automatically in the week after your tenancy. If there is a claim for damages by the owner or villa manager, this has to be made to us within a 7 days period and we always ensure that the claim is investigated and approved by us before a deduction is made. The security deposit will be refunded in the same way that it is paid so, for example, if you pay by credit card, the money will be credited back on to your card. If you have paid a security deposit locally, you will receive the deposit back at departure.
If there is pool heating/air conditioning at the villa do we need to book it in advance?
If the villa has a heatable pool, the price quoted will usually be either for the duration of your holiday and include pre-heating, or for a seven day period which commences when the pool heating is switched on prior to your arrival. As pre-heating is always necessary, it is advisable to book this facility in advance to ensure maximum benefits from the system. We recommend that air conditioning is pre-booked to ensure that the villa manager leaves the controls and instructions out for your arrival. If it is not pre-booked, you will need to contact your villa manager to arrange for them to visit and provide you with the controls. In this case, you will be charged pro rata.
Are linen and towels provided in the property?
Unless otherwise stated, all linen and towels (except beach and pool towels) are included in the villa rental. Please note that cot linen is NOT provided. You can check on the villa page if towels and bed linen are changed during your stay.
Will there be a hairdryer at the property?
This is different in each villa, some owners leave them in the villa for the guests to use, others don’t. Sometimes clients accidentally remove hairdryers from villas so you may prefer to take a travel hairdryer to be on the safe side.
Will there be a cot and highchair provided for my infant?
This you can check on the villa page. Cot linen is not supplied at all villas.
Will there be an iron and ironing board at the property?
This you can check on the villa page.
Do you provide a free welcome pack?
We do not provide a free welcome pack but we try to keep our prices as low as possible. Most supermarkets stay open until 8pm and many of our clients prefer to do their own shopping. Food packs can be booked and paid for in advance.
If there is a TV at the property, what channels do we have?
We cannot guarantee which channels or networks will be available in individual villas.
When will I receive my holiday information pack and what does it include?
You will receive an e-mail informing you that all documents are available to download in your own reserved area. This is available, at least two weeks before arrival. Here you will find full villa details, directions to the villa and the contact numbers of the villa manager or owner. Also if available, you will find some information about the region you are travelling to. Also the car hire voucher or transfer voucher are available to download in this area.
How do I get to the villa and where do I find the keys to the property?
You are able to download the villa directions from your own reserved area, at least 14 days before departure. The directions show the route between the airport and your villa. You can hire a car and follow these directions or you can book a taxi transfer to take you to your villa. Details of where to find your key or about the person meeting you on arrival will be on your accommodation voucher.
Can you arrange golf tee times?
We can arrange green fees for golf and through our associates we can pre-book tee times.
Can you arrange a chef during our stay?
We can arrange for a chef to tailor-make a dinner party for you - please ask for a quote and sample menus when you make your booking. Food delivery is in most villas also a possibility.
Can I have groceries in the villa on arrival?
Yes, you can either give us a list with groceries you would like to have in the villa on arrival, although this is mend for the first evening and the next day. Some villa managers provide foodpacks, the exact content can vary depending on the villa manager and the shops in each area. They come in different sizes and usually contain a supply of bottled water, soft drinks, tea, coffee, sugar, milk, eggs, bread, biscuits, butter, salt, pepper, vinegar, oil, jam, cheese, bacon, cereals, salad etc. The larger food packs contain some wine.
Can we take our pet with us?
You will find this information on the villa page.
What time can we occupy the property on our arrival day?
Each villa page states the tenancy start time. If you have very early or late flights we will try to be flexible. Please enquire with our reservations staff.
What time do we have to vacate the villa on our last day?
All villa tenancies end at 10am on your last day. If you have late departure flights there may be some flexibility depending on when the next clients arrive. This must be organised in advance with your villa manager and may be charged pro rata. Alternatively, the manager or owner can usually suggest somewhere for you to spend your last day, such as a resort with a shared pool, or can suggest somewhere for you to leave your luggage.
What do we do with our rubbish at the property?
Rubbish is taken to council bins, usually found on street corners. Clients are expected to take their own rubbish to these bins.
If we encounter a problem at the property who do we call?
All of the properties featured on our website have English speaking staff on hand. They are the first to call, because they are in your area. In the event of a dire emergency you may use the out of hours telephone number. Details of all these numbers will be provided in the holiday information you have to download in your reserved area.
I want to cancel my holiday, what will be the charge?
You will find the rates in our general conditions, these are also in your reserved area to download.
Why do I need to enter my passport number?
Since 2017, it has been legally required to provide specific personal data to the Portuguese Immigration and Customs Services (SEF: Serviço de Estrangeiros e Fronteiras). This is necessary as it allows us to prove that you are legally residing in Portugal. Of course we will handle all your personal data discreetly.
Flights, car rental and transfers
I have booked my own flights. Do I need to let you know the details?
Yes. It is essential that we know your arrival and departure times as villa managers often have to coordinate lots of arrivals on the same day and keys must be left out and maids organised etc. It goes without saying that, if you hire a car or taxi transfer through us, this information is also required for the benefit of the car hire company and the taxi drivers.
Can you book my flights for me?
Yes but, as it is a time consuming exercise, we have to charge a fee for doing so. Alternatively, our website has links to various airlines which fly to Portugal, Spain, Italy and France. Most people prefer to book their own flights in order to obtain the best price and to fly from their local airport. When booking flights, please remember that you will not be able to occupy the villa before the time stated on the villa description, and in all cases will have to vacate at 10am on your final day.
If we book a car through you, where do we collect it from at the airport?
If you arranged a rental car through us, we will provide a car rental voucher. Most airports have desks for the biggest car rental companies at the airport, but some airports have only representatives who will pick you up and take you to the car hire parking. You will find the information about your specific car hire in the voucher, provided in your own reserved area on the website.
What do I need for to hire a car?
The car rental company requires a valid drivers licence and credit card, to make a debit if you forget to fill up the gas tank.
I have points on my licence, will this matter?
It does not matter if you have points on your licence. The car rental company simply requires a valid driving licence for you to hire a car.
Are there any age restrictions to hire a car?
Most companies will hire a car to anyone with a valid driving licence over the age of 21. Drivers aged between 21 & 25 years will be charged extra. There are no upper age restrictions. This can vary per company, so if you are under 25, please verify with our staff!
What does the car hire price include and am I insured?
The car hire prices shown on our website are weekly. The prices shown include the chosen vehicle, third party insurance, accidental damage insurance. We cover the extra collision damage insurance premium, so our clients don’t have to lodge a large sum overseas or on their credit cards. The only aspect of insurance which is not covered is Personal Accident. This Extra Passenger Insurance can be supplied by most car companies, and is payable locally. Please check your holiday insurance carefully as you may already be covered. Important note: If you are involved in an accident you will not be covered for insurance if you are under the influence of alcohol or drugs. If the car is damaged as a result of an accident for which you are to blame, no refund will be given by the car hire company and a replacement will be charged at the full price and a large deposit taken. Hire cars must not be used for any sports competitions, races, rallies etc. All drivers must be included on the rental agreement in order to be covered by insurance.
Can you arrange for the hire car to be delivered to our property?
Sometimes that is possible, but that varies per country and location. Please contact our staff to get more information.
Can we collect the car in one place and return it to another?
Yes, in most cases this is possible. Please let us know your circumstances and we will do our best to accommodate you.
Can more than one person drive the hire car?
Additional drivers can be added to the contract, most of the time this is payable locally. The second driver must have a valid drivers licence as well.
Do children have to be in a car seat and can they be hired?
The laws in most countries regarding baby and booster seats are the same as in Holland. The car rental companies can supply baby and booster seats at request, payable on arrival. You may prefer to take your own.
We booked a transfer, where will the taxi driver meet us at the airport?
If you have arranged a taxi or minibus transfer to your accommodation the driver will be waiting in arrivals to direct you to your transport. He/she will hold a sign with your surname. If the transfers are pre-paid you may wish to tip the driver but this is of course at your discretion.
Do children have to be in child seats in taxis and if so, can these be requested?
The law states that, as taxis are considered public transport, a child seat is not compulsory. Minibuses are considered private hire so a child seat is compulsory. In all cases, child seats can be requested for any taxi or minibuses booked but please ensure to do this in advance of your arrival.
