IN RESORT

Your journey from airport to resort
On arrival at your destination airport you will be met by the resort staff and directed to the car hire desk for the completion of the necessary paperwork.  Our resort staff will also be able to answer any questions or queries that you might have concerning the driving instructions from the airport to your accommodation.  You will also be given a contact card with their telephone number and please remember they are only a phone call away for any assistance that you might require.  They will also confirm the time that they will visit you at your property, to check that you have settled in and to answer any questions or queries that you might have.

Your accommodation

Villa occupancy
The accommodation provided must only be used by the person(s) shown on your invoice and sub-letting, sharing or assignment is prohibited. Charges may be levied in resort for any people occupying accommodation who have not been named.  On no account may the number of people, including children, exceed the maximum occupancy stated in the brochure or on the website.

Holiday duration and check-in/check-out times
Unless otherwise stated, your holiday duration is for 7 or 14 nights and your accommodation is reserved for you from 4pm on your arrival day.  Should your scheduled arrival time be late at night /in the early hours of the morning, this means that your accommodation will have been reserved for you from that morning/the previous day and this constitutes the first night of your occupancy.  If you arrive earlier, the resort staff will guide you with regards to luggage storage, but earlier access to your accommodation is subject to the satisfactory completion of the changeover cleaning/servicing of your accommodation.  All villas must be vacated by 10am on the day of departure. Your cooperation in complying with this condition would be greatly appreciated in order that properties may be prepared for incoming guests.  If arranged with the resort staff locally, sometimes the owner may be able to allow you to vacate your villa later, but they are entitled to charge for this.

OTHER IN RESORT MATTERS – A - Z

Additional activities
There are many sporting and additional activities you can take part in, many of which are not operated by us or our agents.  Please be aware that if you take part in these activities, that it is done so at your own risk.  We cannot guarantee that these companies are maintained and operated to our required standards, and therefore advise that you or any member of your party take all reasonable care and precaution when taking part in any such activities, and recommend that you use companies who operate a professional service and employ good safety practices.  You should ensure that all water sports, diving or similar sporting activities are covered by your holiday insurance as some may be considered dangerous sports and may not be covered under normal policy conditions.

Air-conditioning
Where a property has air-conditioning, it will usually be wall mounted units in the main rooms such as bedrooms and lounge (details as per the property descriptions in the brochure and on the website).  Please only use them where necessary, and only when windows and doors are closed, to ensure that they work effectively.

Animals
Mosquitoes, ants and other insects are quite common in the warmer climates particularly in the country areas. Food should be covered to deter stray rodents and animals. Dogs and cats, unlike in the UK, seem to roam around unattended and whilst many holiday makers like their company and provide endless supplies of food they will remain. You may hear dogs barking or in rural areas other animal noises. These sort of aggravations, together with late night noise, are unfortunately unavoidable.
 
Barbecues may be gas or charcoal. Due to fire safety reasons, barbecue bans may be imposed at anytime

Bathrooms may consist of a shower or bath, or both (all details are as per the property descriptions in the brochure and on the website).

Behaviour
In the event that you or any member of your party behaves in a way that causes distress, annoyance or injury to others, damage to property or does not respect or conform to local laws and customs, we reserve the right to terminate your holiday forthwith.  In such an event, we will have no further liability or financial responsibility for you and you will have to meet any costs or expenses incurred as a result of your behaviour.

Building and Road works
From time to time, building work and its associated noise is unavoidable in a resort. We do not control such work and we do not always receive advance notice of when it will begin. We will notify you as soon as possible if we think that building work will affect your holiday. If we consider the work will have a significant effect on your holiday, you will be entitled to exercise the options outlined in the section headed “Alterations by Coastline” although compensation will not be payable unless the work is being carried out by or on behalf of one of our own suppliers. In some resorts the provision of roads, power and water supplies etc, does not always keep pace with the demands of rapid tourist development, so you may experience problems with, for example, plumbing or drainage.

Continental beds can be quite short so if someone in your party is particularly tall, please let us know when you book so that we can suggest an appropriate villa.

Electricity and Water
They are expensive, so please be considerate.  Electricity supplies can be erratic and the water pressure can drop, especially in high Summer.  Electricity cuts rarely last more than a few hours, so any inconvenience caused is not usually acute.  Please note that it is not always possible to use several electrical appliances at the same time.  We would ask you to be considerate of others when using water, and to take showers rather than baths.  Some properties are solar powered which may provide a less efficient service in inclement weather. 

Festivals
Lively and animated celebrations can take place throughout the year and are often accompanied with firework displays, church bells and music. Villages are decorated with banners and lights, food stalls line the streets and in some cases shops and banks etc, may close.

Local beaches
Where we advertise the distance to the nearest beach, please remember that beaches aren't always sandy but may be rocky or of local stone.

Maid service
Your accommodation will be fully cleaned and prepared prior to your arrival.  For holidays of one week you will have maid service twice during your stay and there will be a change of linen and towels once during the week.  For holidays of 2 weeks there will be an additional clean and maid service at the weekend. Maids are not responsible for personal laundry, washing up and the removal of rubbish.  We kindly request that you leave your accommodation reasonably clean and tidy on departure.  Any extra cleaning costs will be charged to your security deposit.  Please note that maid service is not available on public holidays, or on Sundays in Mallorca and Ibiza.

Maintenance
All of our properties are maintained by the villa agent/owner or staff who have access to the villas. Gardens have to be maintained on a regular basis and it is simply not possible for this to be carried out on ‘change-over’ days. With regard to pool maintenance, pools are normally checked and cleaned twice a week and this is normally carried out very early in the morning to avoid disruption to our clients. However, neither pool nor garden personnel have fixed hours, so it is not possible for us to advise you of the exact date or time of their visit. We ask for your cooperation when our staff visit, as it is imperative to keep the properties well maintained for our clients’ enjoyment throughout the year.

Noise and activity
Please note that in certain resorts, in particular those closest to the airport, it is not uncommon to experience aircraft noise.  This may be more noticeable during peak season due to the increase of flights.  Whilst accommodation in residential or rural areas is likely to be quieter than that in resort centres, please anticipate some surrounding noise, whether it be passing vehicles, residents of nearby property or the country sounds of animals and birds.  Noise levels will naturally increase during peak season.

Rubbish
You will be required to take your rubbish on a daily basis to a nearby collection point.  Please do assist by doing this, as it not only reduces the risk of unpleasant smells but also removes the risk of insect infestation.  Bottles must always be disposed of separately.  Many supermarket car parks have bottle-recycling collection facilities.  All details will be given in the Villa Information Book.

Safety matters
Health and safety standards in foreign countries will differ from those that we are used to and take for granted at home. Our villas always comply with local safety regulations, but these may not match UK standards - which are among the highest in the world. You will receive more detailed information relating to health and safety in your Villa Book, but we would ask you to consider the following areas of safety when choosing your holiday. Most of our properties are privately owned and are designed to the specification of the owner. Houses with steep and unguarded staircases or steps (sometimes without handrails), ornate balconies or ponds, or houses with steep drives or drops may not be well-suited to a party with young or less mobile guests. Points you should consider:
• Balconies and other steep drops, protected by railings or other barriers which may encourage small children to climb or squeeze through.
• Roof terraces often have low walls.
• Glass doors and windows, which may be difficult to see in bright sunlight.
• Marble floors, which may be slippery when feet are wet.
• Ungated swimming pools or villas where rooms open directly onto pool areas.
• Infinity edge pools may have an unguarded drop.
We constantly work to improve safety standards by taking advice from appropriate organisations within the UK but should you be concerned about any health or safety issue while on holiday, the resort staff will be happy to help.

Satellite TV
Where available, satellite TVs usually feature basic channels only and not the full range available in the UK.  We cannot guarantee that English channels will always be available.  Where a video or DVD player is available, please take your own tapes or discs with you. 

Shooting seasons
Throughout Europe, hunters are permitted to shoot wildlife for the whole or a substantial part of the year. If this causes concern, please contact us for further details.

Swimming pools and beaches
Where we advertise the distance to the nearest beach, please remember that beaches aren't always sandy but may be rocky or of local stone.
Descriptions of pools are as accurate as possible, but the dimensions, where provided, are only approximate. Free-form pools are measured at their maximum width and length. Swimming pools are not heated unless otherwise stated in the brochure or on the website and may be fresh water or sea water. Swimming pools that can be heated take time to warm up (2-3 days). Please advise us at the time of booking if required. Pool heating charges, if not included, are payable and as per the villa description in the brochure or on the website.  Insufficient sunlight may affect the heating of solar heated pools.

France has stringent regulations on swimming pool safety and security whereas Spain is more relaxed.  Please be aware however that all properties in all destinations will have an appropriate security system.  Diving is strictly forbidden at all swimming pools in private villas, as the pools are rarely deep enough.   Chemicals in pools are carefully regulated, however certain climatic conditions (rainfall, thunderstorms etc) can affect the balance and pools start to look green.  If so, please let the resort staff know immediately and the necessary adjustments will be made.   Water sometimes takes 2-3 days to turn blue again.  Pool liners are very delicate and can easily be punctured.  No hard or sharp objects should be taken into the pool and great care must be taken with the pool cleaning equipment – children should not be allowed to use it. 

Tracks or approach roads
Some properties are approached by rough and uneven roads or tracks leading up to them.  Some approach roads can also be steep.  If you are particularly concerned about driving on unmade roads, please check with us regarding suitability of access.

Villa Owners
In some of our properties, owners or staff may live on site and tend to the grounds, however they will respect your privacy and always try not to intrude.  We do ask that you allow them reasonable access so they can maintain the grounds as necessary.

Weather
Our villas are located in areas where the weather is generally good throughout the summer, with low average rainfall. Buildings are designed/furnished to be comfortable in hot temperatures, and may not be as well suited to wet and/or cold periods as north European houses. Humidity can be a particular problem in countries where temperatures are usually high.  A number of our properties have central heating, available to use for early/late season bookings as required.  We are happy to provide you with any property specific information that you might require in this respect.

WiFi
We will endeavour to provide WiFi in all or our villas.  However, please note that it is not always possible to get an ADSL connection in all of our properties and in these cases we will provide a mobile solution if mobile data coverage is available.  In times of high demand we cannot guarantee a mobile unit to all of our villas.  Please note that when using a mobile network the speed of the connection may be slower than you are used to and may prove inadequate for some applications.

WCs
Many of our properties have a septic tank rather than mains drainage and most have narrow-gauge pipe work.  Nothing other than toilet paper should be put down any WC.  Blockages are inconvenient and expensive to clear.