How do we get get to the Villa?

If we don't have hire car, how do we get to the Villa?

What should we bring on holiday?

Can we bring our dog?

What happens if our flight is Delayed

Will the shops be open we we arrive?

If we arrive in late evening, can we get an evening meal?

What's in the Villa

What services are included in the rental charge?

How many People are included in the Servicing

If we need extra cots or beds?

What happens if some extra persons join the party?  Will there be an extra charge?

How are 'Normal' & 'Extra' Capacity defined and what exactly do these phrases imply?

Who is permitted to drive the hire-car?

What are the age restrictions?

What does the insurance cover?

What should we do in the case of an accident?

What are the payment arrangements?

What about payment security?

What about exchange rate fluctuations?

What does the Inventory Deposit cover?

How is it repaid?

What are the cancellation conditions?

Will I lose the money?

How do I cancel?

What are the alteration charges?

How do I notify breakdowns and/or shortages?

When do they get fixed?

Suppose we are generally dissatisfied?

Suppose we don't like the villa or it is unsuitable?

Do you have a complaints arbitration scheme?

What are the arrangements about heating, air-conditioning and pool?

Do the villas have mosquito nets?

Suppose a member of our party is taken ill?

What if the illness is serious or there has been an accident?

What if we are disturbed by noise?

Suppose we are robbed?

We can provide directions and maps that you can print in preparation for your journey

QUESTION:  If we don't have a hire-car, how do we get from the airport?

You can get a taxi to take you to the Villa, but we feel that it is more economical to have a hire car, also, you will have more freedom to visit all places of interest in the region.  

QUESTION:  What should we bring on holiday

Apart from the obvious things, such as passport, driving license, sun cream money etc. we would say the most important items are the directions and map the villa, and if possible, a mobile phone.

QUESTION:  Can we bring our dog?

We are sorry but dos are not allowed in the property.
Pets are not permitted in the property as ongoing clients may have an allergy to animals.

QUESTION: What happens if our flight is delayed?

If you are delayed, for any reason, please telephone us as soon as possible, as someone might be waiting for you to arrive.
If these arrangements go wrong then we would always leave your keys and a map on the Villa door for at least 24 hours after ETA.
If you are expecting to arrive late at night or don't like the idea of finding your way in the dark then you might like to take advantage of our Airport VIP Service.

QUESTION:  Will the shops be open?

The local shop in village are open during the summer months until 20:00 but close earlier during the winter.
They are normally closed on Sundays

QUESTION:  Can we get an evening meal?

Our Villa is self-catering only, but we will make sure that there is plenty of food available for you on your arrival.

QUESTION:  What's in the villa?

We provide a small "welcome" food pack containing coffee, milk, tea, sugar, orange juice, drinking water, wine, crisps etc.
We can also provide a "late arrivals" food-pack - Please advise us in advance.

QUESTION:  What services are included in the rental charge?

The following items are included -

QUESTION:  How many people are included in the servicing?

Servicing will be provided for the number of people included in your rental contract or holiday quotation.

QUESTION:  Suppose we need extra cots or beds?

These are normally included but please read below.

QUESTION: If some extra persons join the party? Will there be an extra charge?

There will be no extra charges up to the NORMAL capacity of the property. The exact numbers are stated on the villa description, however, this only applies as long as you have not had a discount for under occupation.
N.B.  If you increase the number in the party after contracting your holiday there will be a charge to cover admin costs.  Please see "Alterations and Cancellations".

QUESTION:  How are "Normal" & "Extra" Capacity defined and what exactly do these phrases imply?

"Normal" Capacity refers to the number of actual beds available.
"Extra" capacity refers to the number of extra persons permitted.
The extras must be babies or children as we provide (free of charge) cots and/or small folding beds.  These folding beds are not suitable for adults or large children.
Any excess of the total capacity (i.e. Normal + Extras) cannot be permitted under any circumstances as these figures are regulated by the Tourist Authority.

QUESTION:  Who is permitted to drive the hire-car?

Only the main driver (the person who contracted the car) and the second driver.  In either case they must have valid driving license (and carry it with them in the car) and have had at least two years driving experience.

QUESTION:  What are the age restrictions?

All drivers must be over 21 years of age and have had two years driving experience.

QUESTION:  What does the insurance cover?

Third party claims, damage to the hired vehicle, passenger and driver injury and recovery costs.
Exclusions: damage to tyres and wheels, the first €150 of any claim, parking and traffic fines.

QUESTION:  What should we do in the case of an accident?

If anyone is injured or the other driver does not stop then you MUST call the police.  In any case ALL drivers must fill in the "PARTE EUROPEO).  This is a duplicated form providing all the details.  It matters not if it is the one from your car or the other drivers, just as long as you have a copy.
Please do not admit liability, either verbally or on the form - this is a matter for the Insurance Company or the Court to decide.

The deposit of 20% of the total (rental, services, hire-car and any extras) is payable on booking. The balance is due 8 weeks before the start of your holiday.
Holiday Insurance (where applicable) must be paid in full with the 20% deposit.
The Inventory Deposit (usually €240 Euros) is payable with the balance payment and returned to you within 3 working days of your departure.

What about payment security?

Payments can be made by Credit Card, and this is recommended, but this has to be a Euro transaction. We take your card details on the telephone
Please Note: There may be a slight difference either way if you pay by credit card but your holiday costs are guaranteed not to be affected by exchange fluctuations.

You may also pay to our Manchester bankers in Sterling. If you wish to pay by this method please let us know and we will provide you with our account details.

What about exchange rate fluctuations?

ANSWER: If you have booked in Sterling we apply the rate of exchange of the day for Euros as shown on the Financial Times Website http://www.ft.com.
You may find that you credit card company have their own exchange rate or charge you a commission and this is a matter between you and the Company.

What does the Inventory Deposit cover?

In accordance with current Tourist Authority regulations a refundable deposit of £150 (or €240) will be charged to cover possible damages, breakages and/or excessively dirty condition on departure. 
You may also have to provide more than this to cover items hired after your arrival and not included in the initial contract but these will be refunded on return of the hired or loaned items provided that the deposit was paid in cash.

 How is it repaid?

Inventory Deposits must be paid with the balance payment and will be returned by post no later than 3 working days after your departure in the same currency as the initial payment (i.e. £ or Euros)

Will I lose the money?

You should not lose the money if you have insurance and a valid reason to cancel.

How do I cancel?

Phone us on the phone number in our contact form as quickly as possible and then confirm in writing.

What are the alteration charges?

There are no charges if you are adding elements to your holiday (i.e. 1st or 2nd hire-car, Airport VIP Service) or simply adding extra items (TV, video, cot, high-chair etc.)
In all other cases, including cancelling holiday elements, there will be an administration fee of £10 (€15'60)

QUESTION:  How do I notify breakdowns and/or shortages?

You should phone or call our representative as soon as possible.  Most of our cleaning staff speak only Spanish and may not understand but the solution here is to give them a note for us.

QUESTION:  When do they get fixed?

As soon as is reasonably possible.  Most problems are attended to on the same or the following day but we cannot promise to handle no-urgent matters on Sundays or Fiesta Days.

QUESTION:  Suppose we are generally dissatisfied?

We want you to enjoy your holiday and book with us again.  Consequently you holiday convenience and satisfaction are placed on top of all other objectives.
If you are dissatisfied for any reason then we would like to know as quickly as possible and there are "Incident Report Forms" available at the Villa

QUESTION:  Suppose we don't like the villa or it is unsuitable?

The villa description forms part of the contract and it is your obligation to ensure that the chosen property is suitable.  Obviously, if there is a error in the description then the fault is our and we must respond.
However, we want to ensure that you enjoy your holiday and accept the fact that it is not always possible to imagine a property from its description.

QUESTION:  Do you have a complaints arbitration scheme?

We are registered with the Tourist Authority who ultimately have jurisdiction regarding complaints.
If you are not satisfied with the offer provided by our Customer Relations Department then you have the right to make an official complaint - and we would assist you with this.
The Tourist Authority is extremely active in this matter and provide a valuable arbitration service.  Every complaint is followed up and the inspector would correspond with you directly in your own language.
We agree to comply with the findings of the Tourist Authority in respect of complaints.

There is always a charge for the fuel (electricity, gas or fuel oil), the villa has meters. A deposit is payable on arrival, the difference is deducted from this deposit on departure and these transactions must always be in cash.

Generally "switch-on" arrangements before arrival are as follows -

QUESTION:  Do the villas have mosquito nets?

Our property do not have mosquito nets as we consider that they are not the best solution, as they can cut the ventilation down by up to 50%.
Our advice is that you need three products -

QUESTION:  Suppose a member of our party is taken ill?

If the illness is of a minor nature then, unlike in most other countries, a pharmacist is qualified to prescribe medication.
The pharmacist has a professional and legal obligation to refer the patient to a doctor if the condition or illness is considered serious enough.

QUESTION:  What if the illness is serious or there has been an accident?

There are medical clinics in every town, most open on a 24-hour basis, large hospitals in Llerena, Zafra, Sevilla and Badajoz and local doctors available 24 hours a day

QUESTION:  What if we are disturbed by noise?

Because our villa is located just outside the village, we do not expect you to be disturbed by noise of any kind

QUESTION:  Suppose we are robbed?