FAQ's


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 (except for late bookings where a discount is applied). The prices do not include car hire, transfers, pool heating, air conditioning, Wi-Fi, 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 it will cost more than heating a pool in the summer months.

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) and costs are displayed on the booking page or you may 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 for those properties without air conditioning.

How much deposit do I need to send?
Deposits are calculated at 30% of the villa rental. If you are unsure how much to pay, please call us and we will happily work out the amount 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 but don't worry, we will send you a reminder if you forget. 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 £500 and £1000 and payment should be made with the balance, 8 weeks before departure. The refund will be made to the card used to pay the balance, or by cheque if the payment was made via this method. Providing there are no problems during your stay, we arrange to refund the security deposit 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.

If I break something at the villa, or notice that something is broken when I arrive, what should I do?
It is imperative that you advise the house manager if you notice that something is broken so that they can arrange for the item to be replaced. If you break something, we would again suggest that you speak with the house manager as they will be happy to replace the item for you, paying them directly for the replacement to avoid a deduction from your security deposit. Please remember to ask for a receipt should you decide to claim on your travel insurance.

How can I pay?
Payments can be made by debit or credit card online or with a member of our reservations team over the telephone. Please note that credit card payments attract a 2% fee. Alternatively, you may prefer to send us a cheque.

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 approximately 14 days prior to your departure. The documentation will also include car hire vouchers if you have booked this with us.

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 3pm?
On your arrival day, the villa is prepared for your arrival by the maid for access at 3pm. 

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. Please speak with the house manager whilst you are there and remember that if you are advised that it is not possible to stay at the villa later and do not vacate the premises on time, a charge may be levied and deducted from your security deposit.

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. Please remember that maids do not work Sundays or bank holidays.

If I encounter a problem in Portugal is there anyone on hand to help?
We have a 24 hour emergency 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 emergency service 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.

Do we need to bring our own towels?
Every villa has a supply of towels for use in the bathrooms. Most 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.

Will there be a hairdryer at the villa?
Hairdryers are not provided so please remember to take one with you.

Do you provide plug-in insect repellents?
Plug-in insect repellents are not provided at the villa, nor do we supply fly spray or ant powder but if you wish to take additional precautions you will need to take these with you or purchase them in resort.

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.

Will pool toys and sports equipment be provided at the villa?
Inflatable pool toys left by previous clients are normally removed prior to your arrival. You will also need to provide your own sports equipment (eg. tennis racquets and golf clubs) even if there is a tennis court at the villa or a golf course nearby.

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. Please remember that cot linen is not supplied.

Will I be able to use a safe at the villa?
We are aware that some villas have safes but we do not advertise their availability or keep a record if one is available. Use of safes will be at your own risk.