Frequent questions

Do I have to pay anything in advance?
In the online reservation process we always ask for a 30% deposit. This payment can be made by credit card or by bank transfer. The reservation is not considered firm until we have this signal on our side and you receive our confirmation. The rest of the payment is made before the entrance or on the same day of the delivery of the keys, to be agreed.
How long can I cancel my reservation without charge?
- Up to 21 days prior to arrival: 0% penalty (full refund of the 30% paid at the time of booking). - Between 21 days and one day prior to arrival: 50% penalty (an extra charge of 20% will be added to the initial 30% to make a total of 50%). - In case of not showing up: 100% penalty (total loss of the reservation amount).
I entered at 17:00. Does this mean I can leave at the same time on the day of my departure?
No, check-ins are always at 15:00 and check-outs at 11:00. We have some flexibility, but your check-in time has nothing to do with your check-out time. Keep in mind that we can receive a reservation to enter the same day you leave, and we'll have to have the house ready for them to enter at 15:00 at the latest.
Can I enter before 3:00 p.m. or leave after 11:00 a.m.?
As long as there is no departure on the same day of your arrival, there is no problem. In other words, early check-in or late check-out will always be subject to availability, so you should check with us 1 or 2 days before your check-in or check-out.
When will I get my deposit back?
Guests must pay a variable security deposit depending on the rented property, to cover possible damages that may be caused. This deposit will be fully refunded after check-out and is subject to inspection, it will always be refunded no later than 7 days after departure. We recommend letting us know of anything that is not in good condition before the first 24 hours of your entry. In this way we will prevent any possible damage from falling on you.
Is the property accessible for wheelchairs or people with reduced mobility?
In case you need an accessible villa, contact us first so that we can advise you better.
Can I bring my pet?
Some houses allow the accommodation of pets, but others don't. Therefore, we recommend that you read the description of the accommodation carefully and, in case you're not sure, you can always ask us :) In the properties that do allow pets, we request an extra charge of €50 per pet, per stay.
Do I have to pay for arriving late (after 8:00 p.m.)?
Only in the certain accommodation.
Will I be welcomed in the house the day of my arrival?
We'll always welcome you, show you around the house and give you useful advice on the area and what to do during your holiday. In case you arrive late and your accommodation has self-check-in (key box), we'll visit you the next day to complete the process.
What services aren't included?
The heating of the private pool has an additional cost that will always depend on each house and its size. Please, consult your particular case, since it ranges from €210 to €350 per week. Cleanings are only carried out for stays longer than 7 nights and depending on the rented property. Extra cleanings are not included.
What services are included?
- Bedding and towels - A cleaning with change of towels and sheets for stays of more than 7 nights. For example, if your stay is 8 nights, you'll have a cleaning on the 4th day. Not valid for properties in Las Palmas de Gran Canaria - Wi-Fi connection - Daily bread delivery (only for Salobre's properties) - Welcome package (depending on the accommodation) - 1 cot and 1 highchair per property free of charge for children under 2 years of age - If the house has a car park or garage, this is provided free of charge and without the need for a reservation - 24 hour emergency customer service

Frequently Asked Questions