Important information about your Holiday Villa
The following information has been provided for your assistance and safety and we recommend that you read this information in conjunction with our Booking Conditions.
Whether you’re planning a short break or a longer stay, you’ll be looking forward to the experience. Here are the answers to many of the questions that are asked… everything from when to arrive to how to care for the environment when you’re there. We’ve tried to cover the most common questions asked though, obviously, you may have some questions which only the property’s owner can answer. If so, simply contact them on the number you'll find in your booking confirmation pack.
Arriving & departing
Except for short breaks, all bookings run weekly from Saturday to Saturday, unless otherwise stated. When you have paid for your holiday villa in full, you will be sent details of how to find your property, contact details for the owner or caretaker and where to collect the keys on arrival. Please advise the owner or caretaker of your estimated arrival time, which should normally be after 4pm for properties in France and after 5pm for properties in all other areas (any variance to this will be advised at the time of booking).
On your departure day, you are required to leave your property by 10am. This is to allow the owner or caretaker sufficient time to prepare the property for the next arrivals.
Passports
Please ensure that you familiarise yourself with the relevant passport and visa requirements for your destination. It is your responsibility to ensure that all members of your party, including any children, have a valid passport and visa (where appropriate). Please also be aware that if you are flying within the UK or to the Republic of Ireland you will require photo identification. UK residents should also obtain a European Health Insurance Card and carry this with them. For more details, please see the relevant Booking Conditions.
Gardens & parking facilities
Many properties have gardens where you can enjoy peace and privacy. Most properties also offer space for off-road parking; details are stated in the property description. If a property has on-road parking, please note that we cannot guarantee availability of such parking. If you require an enclosed garden suitable for children and pets, please check with your Sales Adviser when you book, or use the search facility on our website. You must not leave children or pets unsupervised in the garden. Please note that an enclosed garden is not impenetrable.
Cleaning
All properties are cleaned between lets so all you have to do when you get there is unpack and put the kettle on. A final cleaning charge may apply, please check with your Adviser when you book.
Sleeping arrangements, bed linen & towels
Property descriptions show the “ideal” number that a property will sleep, based on a maximum of one or two people in a room. If a property also shows a higher capacity (shown by “4+2”), this means extra people can be accommodated in additional sleeping arrangements (for example extra beds in a bedroom or sofa beds). Under no circumstances may more than the maximum number of persons indicated occupy a property.
Most property owners provide linen at no extra charge, and this is stated in the brochure description. If linen is supplied at the property, this does not include cot linen – you should bring linen for cots in all cases (including pillows and blankets or duvets).
Some property owners prefer to hire their bed linen and/or towels. If you want to hire your bed linen or towels, you must remember to request this at the time of booking. Your Adviser will let you know the additional cost prior to booking.
Mains electricity
In most overseas destinations both the voltage and plugs may be different to the UK and you will require travel adapters, which are widely available.
Fuel and water
In most cases, there is no additional charge for electricity, gas, heating, water or other fuels. Where charges are made this is detailed in the property description. Sometimes the charge is using a slot or card meter, so please check and if necessary have a supply of coins with you. Water heating may form part of a general charge for heating, and hence a small charge for water heating may be levied even in the summer months.
Security deposits
You may be required to make a payment of a security deposit in cash in local currency on arrival at your accommodation. The amount will be advised to you before you book and will be shown on your confirmation. The security deposit will be refunded by the owner at the end of your stay (less any costs for breakages, damages etc if applicable).
Properties with character
If you choose to stay in an older property, remember that much of its character and charm is due to its age. Many of the properties featured are over 100 years old and were built before the days of cavity insulation. Bear this in mind if you’re planning to take an elderly person or very young child on your holiday, especially if it’s going to be between October and April. Also, please remember that should traditional cottage features (steep stairs or low beams, for example) be a problem for any member of your party, you must mention this when you call to book.
In rural locations, people around you will often be earning their living and country hours can run into the late evening and very early morning. So be tolerant when it comes to sounds and scents - it’s all part of being in the country! It’s also worth remembering that because all the properties in our brochure are privately owned, they are decorated and furnished according to the individual owner’s tastes.
Pets
Some properties featured on our website or in our brochure welcome pets for a small additional charge of just £20 per pet, per week or per short break. There is no charge for registered guide and support dogs. Use the online search facility on our website or ask our reservations team for details of properties that take pets. If you are taking your pet, you must respect these few simple, common sense requests:
• Please keep your pets off the furniture.
• Please exercise your pets outside the garden.
• Please remove pet hairs from carpets before you leave.
• Please don’t leave your pets unattended in the property or garden.
• Please do not allow pets upstairs or in the bedrooms.
Where pets are not permitted at a property, this is clearly stated in the property description. However, registered guide and support dogs belonging to those with visual and hearing impairments are allowed in all properties featured on our website or in our brochure even where the property description states that pets are not allowed. Customers with allergies should be aware that we cannot guarantee that a registered guide and/or support dog has not stayed in their chosen property, nor can we accept liability for any suffering which may occur as a result of such animals having been present.
It is your responsibility to ensure that, if you want to take your pet with you, you familiarise yourself with the relevant information about Pet Passports, etc, and that you make all the necessary arrangements through your vet well before departure
Special requirements
We’ll do everything we can to help those in your party with special requirements by suggesting properties that are especially suitable – just let us have all relevant information at the time of booking.
Many property owners offer cots free of charge, but please note, property owners who provide cot and high chair facilities may not necessarily offer other infant equipment. Please check with your Adviser when booking.
Easy walking access: A visitor using a walking aid should have no difficulty in gaining access to the principal rooms (sitting room, dining room, kitchen, one of the bedrooms, a toilet and a bathroom or shower room) and the garden of a property described in this way.
We feature a number of properties which have no internal stairs or steps or have at least one bedroom and one bathroom on the ground floor. Please ensure at the time of booking that the property matches your individual needs, particularly relating to access to the property and garden. Simply call us and we’ll be happy to give you further details.
Caring for your safety
Although we do not own or manage any of the properties shown on our website or in our brochure, as part of our Safety First Policy, we do our best to ensure that owners take your safety and wellbeing very seriously and that their properties are well maintained for your comfort and safety. Nevertheless, please remember that when you stay in unfamiliar surroundings, you must take special care of yourself and your family.
In particular:
• Check the layout of your property so that in an emergency you can get out
quickly and easily.
• Check for a fire extinguisher and fire blanket, and read the instructions on
their use.
• If the property has open fires or wood burning stoves, make sure you use
the fireguard, keep children and pets under close supervision and ensure
that the fire is safely out before you go to bed.
• Cots and highchairs must conform to local national standards. If they are
damaged or deficient in any way, then tell the owner.
• If you are unsure of how to use any electrical appliances, please ask the
owner or caretaker.
• If your property has night storage heaters, these must NEVER be covered.
• Take special care when moving around the property at night.
• Look out for glass patio doors or glazed interior doors - they should have
stickers at adult and child eye height.
• Children MUST be supervised at all times when on balconies.
• If there is a garden pond or other water features, ensure that children or
anyone at risk cannot access it. Look for any steep drops or steps in the
garden, and if there are garden sheds or outbuildings, ensure that children
or anyone at risk cannot get into them.
• Childrens’ outside play equipment should be safe and in good
condition. The surface of the play area should be soft, ie: sand, soft
earth or wood chippings.
You should satisfy yourself that the equipment is safe and in good condition
before use. Children should be supervised by a responsible adult at all times.
• All activities during your holiday are undertaken at your own risk.
Take special note of the following: Swimming pools
Unless otherwise stated outdoor swimming pools are not usually available outside the main summer period (normally end of May to mid-September for properties in France and Italy, end of March to early October for properties in Spain and Portugal). If your stay is before June or after August, please check opening times before booking. Outdoor pools are not usually heated, unless indicated in the property description. Pools are regularly maintained but unusual climatic changes can affect the chemical balance, which often results in the water becoming discoloured or cloudy. The owner or caretaker should be contacted in these circumstances and a period of time – at least 24 hours in most cases – allowed for rectification.
Please also follow the safety information below:
• Swimming pools are used at your own risk and there are no lifeguards
on duty.
• Do not dive into the pool.
• Check which end is shallow and which end is deep.
• Check the location of life belts and other buoyancy equipment and read the
instructions on how to use them.
• Do not swim or go into the pool under the influence of alcohol or
immediately after eating a meal.
• Do not take breakable glasses or other utensils into the pool area.
• Do not swim at night or when the pool is closed.
• Always supervise children or anyone who may be at risk
.
Please note that pools in France should be either fenced, alarmed or covered.
Gas appliances
• If you have any doubts about the efficient operation of any gas appliance, particularly boilers or hot water heaters, in your property, alert the owner immediately. • Gas cookers and fires - as you would at home, ensure that gas cookers and fires are turned off after use, and in particular, check this before you go to bed. When a gas fire is on, children should be supervised at all times.
If you have any concerns about the safety of your property, whether it be the garden, the equipment or the facilities, then please tell the owner or caretaker immediately.
We want you to have a safe and happy trip - a few minutes taking some simple precautions could make the difference between a holiday enjoyed and a holiday spoiled.
Use of boats and other activity equipment
Some properties may have use of a boat or other activity equipment such as trampolines, swings, climbing frames and sporting equipment. You will find details of such equipment in the brochure description. Please note that any activity equipment is provided directly to you by the owner and does not form part of your contract with us. Use of such equipment is at the property owner's discretion, and liability for availability and condition rests solely with the owner. It is your responsibility to (i) ensure that you are familiar with the operation of the equipment, (ii) satisfy yourself that the equipment is safe to use, (iii) use the equipment responsibly, and (iv) supervise children using the equipment at all times. We cannot be liable for any activities that you arrange independently with third party suppliers who have no connection with us.
Driving
Laws, licensing requirements and age limits vary overseas. Please make sure you are familiar with the driving requirements of the country you are visiting.
Dissatisfaction
We work very hard with all property owners to ensure that you will have an enjoyable stay. However, in the unlikely event that you are dissatisfied with your accommodation, then it is very important that you register this straightaway with the owner or caretaker and do not wait until you return home, when the chance of actively helping you has passed. Even if you think nothing could be done to make your situation better, you must say something while you are on holiday. Please see our Booking Conditions for further information on our complaints procedure.
Protecting your holiday environment
The properties featured on our website or in our brochure are set in some of the loveliest parts of Europe, so naturally we are interested in anything we can do to help preserve the environment. Even our brochures are printed on paper manufactured within internationally recognised environmental standards to ensure sustainable sourcing of raw materials, such as timber. You can help too, by respecting the area you visit and remember the following points:
Please:
• Don’t litter
• Don’t waste energy and water
• Guard against fire
• Follow the Countryside Code
• Respect the rights of land and
• Protect local wildlife
property owners
Book with confidence with us
When you book your holiday villa the last thing you want to think about is what would happen if you found yourself unable to go. For holidays overseas, it is a condition of booking that you must have personal travel insurance. You can choose the cover we offer (which includes cancellation protection) or you can provide details of your own policy which must provide at least equal benefits. We're also a member of ABTA so you can book your villa with confidence see our booking conditions for details.
Customer satisfaction… all the way
We are committed to featuring quality holiday villas and that’s why we ask our customer to complete a questionnaire on their return. Your comments and suggestions provide valuable information on how we can further improve our service. Please take the time to fill in your questionnaire – we value your opinions.
Short Stays
Selected properties in France, Spain, Portugal and Italy showing the short stay 3/4 night symbol will accept short stays, usually arriving on a Thursday. Short stays are not accepted between 16th July 10 and 27th August 10 where 7 night multiples only are allowed. Properties offering short breaks will allow 10 and 11 night stays, 10 night stays must arrive on a Monday, and 11 night stays must arrive on a Thursday.
