Frequently Asked Questions

When you book online you usually pay a 30% deposit, by card or bank transfer. For stays booked well in advance you can instead pay nothing today: we register your card and charge the full amount automatically a few weeks before arrival (the exact date is shown when you book). Your booking is confirmed once the deposit is received or your card is registered, and we've sent you our confirmation. If you paid a deposit, the balance is paid before arrival or when you collect the keys, as agreed.

• If you paid a deposit: free of charge up to 21 days before arrival, and anything you have paid is refunded in full; between 21 days and one day before arrival, 50% of the booking is charged.
• If you chose to pay later: free of charge until the automatic charge date shown when you book.
• No-show: 100% of the booking is charged.

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.

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.

Guests must pay a variable security deposit depending on the rented property, to cover possible damages that may be caused. The security deposit is refunded within 72 hours (3 days) of check-out, once the property has been inspected. 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.

In case you need an accessible villa, contact us first so that we can advise you better.

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 :) Our standard pet fee is €100 per stay. As each property has its own conditions, it may vary in some cases; the exact amount is always shown before you confirm your booking.

Only in the certain accommodation.

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.

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 8 nights and depending on the rented property. Extra cleanings are not included.

• Bedding and towels
• For stays of more than 8 nights, a mid-stay clean with fresh bed linen and towels is included, around the middle of your stay; the exact day depends on our cleaning schedule. Some properties have different conditions, so please check each property's details. 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