Are you looking for answers to questions regarding payments, reservations, your stay, or the facilities?
Below you will find a list of frequently asked questions that may be of service to you.
If your question is not on the list, you can reach us via the form and we will respond as soon as possible.
To make a reservation, you can use our booking system; your booking is then first a request. After our confirmation you pay a deposit of 30% of the total amount by bank transfer within 14 days. The remaining 70% must be received by us no later than 8 weeks before arrival. If you book within 8 weeks of arrival, the full amount is due immediately. If we do not receive the (deposit) payment on time, we may cancel the reservation; in that case the deposit already paid is retained as cancellation costs. Final cleaning is included in the total amount. If you cancel, the part for the final cleaning is always refunded in full, as the cleaning then does not take place. Do you have specific wishes or questions? Please fill in the contact form on this page.
If you cancel at least 8 weeks before the planned arrival date, you receive a full refund of all amounts paid. If you cancel less than 8 and at least 4 weeks before arrival, 50% of the rental price is refunded; the cleaning fee is refunded in full. If you cancel less than 4 weeks before arrival, or do not show up, the rental price is not refunded; the cleaning fee is, however, refunded in full.
If you cancel within 48 hours of making the booking and the arrival date was at that moment still at least 14 days away, you always receive a full refund — even if the cancellation would otherwise fall under a shorter period.
If we manage to re-let the cancelled period, you are refunded the rental income for that period, up to the amount you would otherwise lose, less € 150 administration costs. We recommend taking out cancellation insurance.
These cancellation terms apply to cancellations by you. If the remaining balance is not paid on time (see “How can I make a reservation?”), the deposit remains due at all times, regardless of the terms above.
Canceling can only be done in writing by email at [email protected]; the moment we receive your cancellation is considered the moment of cancellation. We will refund within 14 days using the same payment method.
It is advisable to contact them to find out if it is possible to make changes to your reservation.
By contacting the landlord directly through the contact form, you can discuss any changes you would like to make, such as changing the rental dates, duration of the stay, or the number of guests. The landlord can inform you about the availability of the desired changes and any associated costs or terms.
It is important to request changes as early as possible so that the landlord has sufficient time to respond and make any necessary arrangements. Please note that changes may be subject to availability.
The standard check-in time is from 17:00. We need this time to thoroughly clean the villa and make it completely ready for your stay after the departure of the previous guests. Check-out can be done no later than 10:00. Earlier check-in or later check-out is only possible after prior consultation, subject to availability, and may incur additional costs.
Our villas are primarily intended for families and quiet groups. Groups of friends are welcome at Villa La Palma; Casa Calablanca is let exclusively to families and couples. We do not rent to groups of young people or students, nor for parties, stag or hen parties or similar gatherings. If a booking does not match the type of party stated, we reserve the right to cancel the reservation or end the stay immediately without any right to a refund.
Smoking is not allowed in the villa, and pets are only permitted if explicitly agreed upon in advance. The maximum number of persons allowed to stay in the villa must not be exceeded; in case of violation, we reserve the right to terminate the reservation immediately without refund. The use of the villa must always be in accordance with its residential/recreational purpose and the tranquility of the surroundings.
The final cleaning is taken care of by us; however, you are requested to leave the villa broom-clean, with clean dishes, and to remove any trash. Bed linen, towels, and bath towels are provided as standard and included at no extra charge during your stay. Basic amenities such as shampoo and soap are also available in the bathrooms. Upon request, and if arranged in advance, we can schedule an extra interim cleaning for you; this will be charged separately.
Upon arrival at the villa, a security deposit will be reserved on your credit card using a card terminal. This amount is not debited immediately, but is temporarily blocked as a guarantee for any damage or additional costs. If no damage or additional costs are established upon departure, the deposit will be fully released within 14 days of your departure. In the event of damage or additional costs, we reserve the right to retain (part of) the deposit and notify you of this in writing.
Payment can only be made by bank transfer, in euros. The deposit is reserved on your credit card via a card terminal upon arrival and released within 14 days after departure.
We only accept payments in euros.
In case of acute, life-threatening emergencies, immediately call the emergency number 112
Accidents can happen, of course (a broken glass, a stain on the sofa, or damage to an appliance). We kindly request that you report any damage directly to us or the manager, and not wait until check-out. This way, we can arrange for replacement or repair in a timely manner, ensuring that the next guests also have a flawless stay.
In case of a severe storm or extreme rainfall warning, we ask you to:
Fold and secure all sunshades and umbrellas immediately.
Store lightweight outdoor furniture or cushions indoors or under a cover.
Close windows and sliding doors completely to prevent water damage.
Quick reply? Start a conversation. During Spanish office hours, we respond within an hour — and we actually enjoy small questions.