Frequently Asked Questions
- What is included in the villa price?
- The prices shown are per villa, per week. It includes the services of our representatives, maid service (as specified on the individual villa description), all linen (except cot linen), towels (except pool towels unless specified otherwise) and a welcome food hamper. The prices do not include car hire, transfers, pool heating, air conditioning or holiday insurance.
- There is pool heating at the villa - how much does it cost and do I need to book it in advance?
- Pool heating is an additional extra and, if it is available at your chosen villa, should be booked in advance. The cost varies dramatically from villa to villa so please call us for a quote. It is important to remember that if you decide to have a pool heated in the cooler months a pre-heat charge is normally payable which is usually equivalent to 3 to 7 days of pool heating charges.
- Is air conditioning available at the villa?
- Many villas have air conditioning installed in all, or some, of the rooms and the individual villa descriptions should give you this information. This facility is at extra charge (unless stated otherwise) - please call us for a quote. We are not able to arrange the provision of mobile air conditioning units but it is sometimes possible to arrange for portable fans.
- How much deposit do I need to send?
- Deposits are calculated at 30% of the villa rental. If you are unsure how much to send, please call us and we will happily work the amount out for you.
- When is my balance due?
- Balance payments are due 8 weeks before departure. The due date will show at the bottom of your confirmation invoice - please make a note of this date as balance reminders are not sent. If you are booking within 8 weeks of departure, full payment will be required at the time of booking.
- How much is the security deposit and when will I get the money back?
- The security deposit is between £200 and £1000 and payment should be made with the balance, 8 weeks before departure. Providing there are no problems during your stay, security deposits are refunded 14 days after your return to the UK. For single-sex parties we will need to obtain permission from the villa owner to accept your booking. If the owner agrees to accept your booking the security deposit amount is doubled
- How can I pay?
- Payments can be made by cheque, debit or credit card but please note that credit card payments attract a 2% fee.
- Can you book flights for me?
- We do offer a flight booking service however most people seem to prefer to book flights themselves in order to obtain the best price and fly from an airport that is most convenient to them. We have extensive knowledge of which airlines fly from where and if you experience difficulties finding or booking flights, please call our reservations team who will be happy to help you any way they can.
- Where should I fly to?
- The best airport to fly to is Faro, although many clients are happy to fly into Lisbon and drive down to the Algarve.
- When will I receive my travel documents?
- Your travel documents, including information regarding key collection, will be sent to you 14 days prior to your departure. The documentation will also include car hire vouchers if you have booked this with us. Golf vouchers and transfer vouchers will be waiting for your collection at the airport.
- Will someone meet us at the airport?
- Yes, our representative will meet you in the arrivals hall. It is therefore essential that you provide us with your flight details and notify us of any changes.
- How do we get to the villa?
- We usually recommend that you hire a car for the duration of your stay and we provide you with written directions and a map (if applicable) with your travel documents. You can hire a car though us or independently but we can arrange taxi transfers and hire cars to be delivered to the villa if necessary. Please make sure you let us know if you need us to request child seats for the car hire or transfers at the time of booking (a charge for this will normally apply).
- Can we arrive at the villa before 2pm?
- On your arrival day, the villa is prepared for your arrival by the maid and can still be in progress until 2pm. If you do arrive at the villa early, you will be allowed to leave your bags inside the villa and to use the facilities outside. Please remember that clients leaving the villa on your arrival day are permitted to stay until 10am.
- Can we leave later than 10am on our departure day?
- This is usually not possible due to the arrival of incoming clients as the villa will need to be prepared for them. However, sometimes it is possible but this cannot be confirmed until you are in resort.
- How often does the maid visit?
- This varies from villa to villa so please see the individual villa description to establish how often you can expect to see the maid during your stay.
- If I encounter a problem in Portugal is there anyone on hand to help?
- We have a 24 hour representative service available for you should you encounter a major problem or emergency. However, each villa has a house manager and if you encounter a problem with the villa your first point of contact should be the house manager as they have first-hand knowledge of the property. The contact details of our representative and the house manager will be given to you with your travel documentation.
- If we want to book excursions or other services while in resort, is there anyone that can help us?
- Our representative service would be more than happy to help you and can be contacted during office hours whilst you are in resort. Alternatively, you may wish to discuss this with our representatives when they visit you at the villa.
- Do we need to bring our own towels?
- Every villa has a supply of towels for use in the bathrooms. Diamond, 5* and a few 4* villas provide towels for use by the pool but you should check the individual villa description or call our reservations team to check. No towels provided at the villa should be taken to the beach. As towels are bulky, many people buy towels in resort to save space in their luggage!
- Is the pool safe for children?
- We are often asked this question and the simple answer is "no". No pool is suitable for unsupervised children however some villas are more suitable than others, for example some pools are located slightly further away from the villa and other pools may be gated. Our reservations team have more specific knowledge and can provide more information.
- I need a cot and high chair for my infant - will this be supplied?
- We can provide one cot and one high chair but requests must be made at the time of booking. It is important to note that cots are often of the travel-type and unsuitable for children over the age of two. If you request a cot for a child over the age of two, we will automatically request an extra bed and there will be an additional weekly charge applied. Please remember that cot linen is not supplied.
- Can you arrange golf tee times for us?
- We will happily arrange golf tee times for you, providing the golfers in your party have valid handicap certificates. Please visit our golf pages and send us your request in writing. We will make the request and add the green fee charges to your confirmation invoice.