Date: 29 May 2019
The following information will help you find out about all aspects of your James Villas holiday, whether staying in a private villa or on a Holiday Resort, from services within the accommodation to passports and visas. Should you require any further information regarding any of the matters below, or other queries you may have about your holiday, please do not hesitate to contact our Travel Advisors.
The style and standard of our properties will inevitably differ across resorts and destinations, ranging from individually owned properties furnished to the owner’s taste to purpose built holiday homes and resorts. We endeavour to give an accurate description of each property and the facilities available, together with interior and exterior photographs. Where more than one property type is available and a generic description is provided, for example in Florida or on a Holiday Resort, the description and photographs may not be of the specific accommodation that will be allocated to you. The accommodation may vary in design and layout, including the bedroom configuration, number of storey’s the accommodation is set over, style of furnishings and layout of exterior garden and terrace area, but will be of equal standard. Please note that in some properties it is not always possible for the furnishings within the lounge/dining area or villa exterior/pool area to accommodate all occupants at any one time, due to space or design restrictions. The properties featured operate to their own country's safety standards and regulations which may not be of the same level that we enjoy in the UK or ROI and may often be lower.
Accommodation is classified as Car Essential, Car Advised or Car Optional.
- Car Essential – you will require a car to reach supermarkets, restaurants and other amenities.
- Car Advised – there are a few amenities within walking distance, although some amenities will require a car to get to.
- Car Optional – the property is within walking distance of supermarkets or minimarkets, shops, restaurants and other amenities.
Pre-arrival cleaning, water, electricity and gas consumption are included within the property's rental cost unless otherwise stated within the accommodation description. Unfortunately many resorts can suffer from water or electricity shortages and supplies can be cut off without notice for varying periods of time. In addition, you may find that the electricity may trip if too many appliances are used at the same time. We ask for your patience and co-operation in such instances, as you will appreciate these situations are out of our control. Some destinations request that toilet paper is not flushed down the toilet and we ask that you respect this where necessary. For more details on cleaning services during your stay, please see Maid service and Cleaning.
Where additional services / facilities are advertised, such as chef, nanny, butler, chauffeur, masseuse, beautician, hairdresser and personal trainer, these are all subject to availability, additional charges and are upon request. Please contact our Travel Advisors for further information. The local supplier / agent is responsible for the quality and provision of these facilities, services and staff.
When accommodation is equipped with air conditioning, this will be detailed accordingly in the villa description by listing the rooms the facility is available in. It will also be stated if there are set operation hours or set temperatures and if the cost is included in the rental or payable locally. It may be that only cool air is provided from air conditioning units. The majority of our properties are not equipped with any form of heating facilities, however where available, there may be a charge locally to use this facility. Fireplaces located within a property are for decorative purposes only and are not to be used.
Airport taxes and visas
You can get an e-Visa online before you travel through the official Republic of Turkey e-Visa website. An e-visa costs $20 and you can pay using a credit or debit card. You can apply up to 3 months in advance of your travel date. Turkish visit visas issued on arrival are valid for multiple stays up to a maximum of 90 days in a 180 day period. For further information please visit gov.uk/foreign-travel-advice/turkey/entry-requirements
All arrivals in to Hurghada will have to pay for an entry visa. Payment can be made in Sterling, US Dollars or Euros. From 1 May 2014 the visa fee will be approximately £25. All arrivals in Sharm el Sheik for up to 15 days receive a free entry permission stamp upon arrival. If you intend to travel out of this area or stay longer than 15 days, you must get a visa. For further information please view the following website - egyptianconsulate.co.uk
A Tourism Ecotax of €5 per person (over 18 years old only ) is due for guests staying in the Municipality of Santa Cruz- this covers Garajau, Canico, Gaula and Santa Cruz. The tax will be collected by our local agent during your stay (Amounts are correct at time of going to print).
A tourist tax of 16.80 Moroccan Dirhams per person, per day is applicable. The tax will be collected by our local agent during your stay. (Amounts are correct at time of going to print).
A tourist tax of approximately €1.60 per person, per day, is applicable for some French resorts. The tax will be collected by our local agent during your stay. (Amounts are correct at time of going to print).
With effect from 1st June 2016 you will be required to pay tourist tax of €0.50c per person, per day, (over 18 years only) and will be capped to no more than €5 per stay. This will be collected during your holiday by the property license holder or someone on their behalf. This will need to be in cash. (amounts are correct at time of publishing)
Balearic Islands (Mallorca, Menorca, Ibiza)
On the 1st July 2016 the Balearic Government introduced an 'eco-tax' which all tourists, over 16 years of age, visiting Mallorca, Menorca or Ibiza, need to pay. To make things easier for you, we will include the tax in the cost of your holiday, to save you having to worry about paying this when you get to your villa.
To help you budget for this tax, details of the eco-tax are as follows:
- For holidays between 1st May and 31st October the tax is €1.00 per person per night
- For holidays between 1st November and 30th April the tax will be €0.50 per person per night
- Customers staying in the same villa for 9 nights or more will receive a 50% discount on additional nights
- The Eco-Tax is subject to an additional 10% VAT
With effect from 1st July 2018, the Barbados Government has introduced a mandatory 'room rate levy' of US$10 per room, per night to support tourism improvements on the island.
Assistance in resort
You have chosen a private villa holiday and we intend to respect your privacy. A selection of our villas are serviced by a member of our Holiday Concierge team as well as a 24 / 7 / 365 Holiday Helpline. If you have any problems affecting your holiday, please report this to us straight away, so that we are allowed the opportunity to take remedial action and help you enjoy the rest of your holiday. When we send you your travel documents, you will find details of our contact details so you can get in touch. We recommend saving these details to your phone before you travel so you’ll always have these to hand, should you need us. (see also clause 25 & 26 in our booking conditions).
When you book a package holiday with James Villas, all flights have a checked baggage allowance for all travelling passengers (except infants) included in the price shown. The weight you can carry in each bag will be shown when you select your preferred flights. Where we advise that luggage is "optional", you will have the opportunity to remove or add additional bags to your booking. If you decide to reduce the number of bags you are taking, the price will be reduced accordingly. If you choose to add additional baggage to the booking, then the price will increase.
Building work and noise are unavoidable as the demand for new accommodation increases and there is always a possibility of building work or construction work in the area of your accommodation, which may be carried out by local authorities or private developers. Many of our properties are also situated in residential areas and refurbishment work may begin on a neighbouring property over which we have no control and in most cases, we are not given prior notice. If the work may reasonably be considered to seriously impair the enjoyment of your travel arrangements, we will offer you the opportunity to transfer to alternative travel arrangements prior to your departure.
Generally, cars are collected at the airport on arrival and returned at the end of your holiday. The car hire prices quoted generally include unlimited mileage, S.C.D.W – Super Collision Damage Waiver (Zero Excess) and all taxes. S.C.D.W does not cover damage to tyres, wheels, sump, clutch, the underside of the car and glass.
Some car rental companies may offer additional insurance cover which is optional and payable locally and subject to local tax.
The lead driver will be required to provide a credit card in their name to cover any petrol supplied and to cover any excess on the car insurance.
All car rentals are based on a 24-hour period from the time that you collect your car, any late return will be charged locally. Please check carefully that your rental period coincides with your requirements and flight times. A charge may also be incurred for late night collections depending on the car hire company's office hours.
For your own safety and convenience we recommend you book a larger car rather than a smaller car for your holiday to allow for luggage space. Depending on the number of passengers and luggage in your party, additional transport may be required to transfer to and from the airport.
All clients intending to drive will need to produce a full British driving licence which has been held for at least one year, however certain locations/car types require a minimum two years. All designated drivers must take their licences with them.
Some car hire companies may also impose a local charge for additional/ young drivers (under 25 years old).
Child seats can be fitted to the majority of hire cars that we offer and must be requested at the time of booking (please indicate the age of your child at this time), and are payable locally. All car categories are subject to availability. In the event of a specific car type not being provided by the car hire company an alternative vehicle may be offered. Car rental companies will offer products/ extras at the counter when collecting the rental vehicle, these products/extras are 'optional' and paid directly to the car rental company.
For more information, please visit our car hire page.
James Villas is pleased to offer customers the alternative option to purchase a portable car booster seat via our partner Bubblebum, at a discounted rate. Please visit our Bubblebum page for further details.
Check in / Check out Times
The official time for entry into your accommodation is 16:00 local time. The cleaners have sole access to the accommodation until this time to prepare for your arrival therefore, entry to the accommodation prior to this time will not be permitted. You should take this into consideration when making your flight arrangements as you will be unable to access the accommodation if you arrive early.
Check out time for all accommodation is 10:00 local time. Unfortunately, it is not possible to arrange for late-check outs however, we may be able to provide you with details of nearby facilities which you can make use of. Any charges for these are payable locally and do not form part of your contract with us. We are not responsible for the provision of these services or for anything that happens during the course of its provision by the provider. These facilities may not be available in all destinations.
As we know, children are naturally curious, especially when on holiday where there are lots of areas and things to be explored. Please ensure that children are not left unsupervised at any time during your holiday and take extra care with swimming pools, balconies, roads, unfenced areas, etc, as it is likely the accommodation will not have the same child precautions as you are accustomed to in your own home. Parents are responsible for the actions of their children at all times.
Early/Late season and Public Holidays
Most holiday resorts have limited facilities available at the beginning and end of season (typically March, April and from October) plus Public Holidays. We strongly recommend that you make further checks if you are planning to stay during these periods. Car hire is also recommended during these times, even in Car Optional properties.
From time to time unforeseen circumstances such as bad weather or mechanical failure can cause delays. We would also like to advise our clients that under EU law, flight suppliers are able to change timings. For more details please refer to clause 16 of our booking conditions. Infants under 2 years are able to sit on the adult's lap for a nominal fee but a seat can be booked at normal rates for children over 2 years. The carriage of excess luggage, golf clubs and other sports equipment, will be charged for at the discretion of the airline. Seats may be pre-booked with certain airlines for a nominal fee prior to departure. Your party will be seated together using this service but please note that allocation of seats next to each other, across the aisle or directly behind one another is all deemed to constitute provision of pre-booked seats. Seat numbers are never guaranteed and are subject to operational changes. You must report any damage or loss to your luggage immediately to the airline. All passengers are required to provide Advance Passenger Information (API) in advance of travel, please see Passport and Visa section for more information.
Local festivals take place throughout the year in many of our resort destinations. Some shops, supermarkets and other amenities may be closed during this period and there may be additional late night noise.
Ferries & Eurotunnel
Government regulations require us to provide ferry companies with more detailed information about passengers. This includes surname, initial, gender, age (or age category) and details of any infirmity. The type of details required may vary according to the ferry operator. Please be aware that vehicles powered by LPG and dual powered vehicles cannot be accepted for transport on Eurotunnel.
We sell gift vouchers which can be redeemed towards the purchase of a James Villas holiday. Vouchers can be purchased by calling 0800 074 0122 and are available in any denomination between £1 and £9999. Terms and Conditions do apply; details can be found on our website and are available on request.
Heated pools are only available when stated in the relevant accommodation description and will be at an additional cost unless otherwise stated. Where charges apply, this may be payable locally or on your booking invoice. If payable pre-departure, please request this facility no later than 7 days prior to your departure, so payment can be taken and the facility turned on in time for your arrival. Where operation is during the winter months, this is from 1 Nov until 30 Apr and exclusions/rental restrictions may apply in July/August. Most heated pools are electrically heated and may take up to four days to heat, providing the pool with beneficial warming, but not making the water hot. The temperature of the pool will also depend on the weather conditions, especially if it is solar heated which relies on warmer temperatures and the sun to generate and maintain heat. Therefore we cannot guarantee your pool will be heated to a personally comfortable temperature. If a pool cover is available, it must be used when the pool is not in use, or overnight to maintain the pool temperature. Please ensure that care and attention is taken when using this facility. With regard to the accommodation in Florida, if you require a property with a private pool that can be heated (subject to availability) please inform us at the time of booking. If your villa does not have pool heating then the temperature of the water will be subject to weather conditions and overnight drops in temperature, and the water may feel cold to swim in.
If you require a cot or highchair please request it at the time of booking in order that we can ensure it is at the property on your arrival. Cots are provided locally and will differ from those you may use at home, and in some resorts a travel cot will be supplied. Please note that for hygiene reasons they are supplied without cot linen, which you should take with you.
Although every effort is made to ensure the information contained within the various Holiday Resort details is correct, this information has been provided by the specific resorts and therefore James Villa Holidays cannot take responsibility for its accuracy. All the facilities listed are provided by the resort, and the management of the resort is responsible for the quality and provision of facilities, services and staff. Unfortunately, some facilities may not be available at certain times of year, or at times when maintenance work is required or events are being held. In addition, local charges apply for some of the Holiday Resort facilities.
Please take extra care with children if your pool is described as an 'infinity'. This style of pool will have an open drop from the pool edge.
Mosquitoes, ants, cockroaches, wasps and other insects are common in warmer climates, particularly in the country areas. Ant powders are a good repellent but it also helps to keep crumbs to a minimum and regularly remove rubbish from your property to keep them under control. Mosquitoes can be kept at bay by a good repellent, which can be purchased in either the UK and ROI or local chemists and supermarkets. Many of our properties are surrounded by gardens and countryside and field mice and other rodents, native reptiles and arachnids are also common, along with local farm animals. Local dogs and cats sometimes roam around unattended or are kept in kennels or on land surrounding your property and may cause a disturbance. Please do not encourage stray animals by feeding them. Please note in accordance with the requirement of the property owners we are unable to allow our customers pets in any of the accommodation featured within our brochure or website. Property Owners have overall control of their properties and whilst they may discourage animals they are unable to guarantee pets have not been in their properties. With regards to guide/assistance dogs , consideration can be given in these circumstances and this should be checked for acceptance, at the time of booking.
Internet access and Wi-Fi
Internet access and Wi-Fi is available when stated in the accommodation description. The method varies in how this service is provided from different resorts to individual villas, for example single use, shared use, fixed line or mobile routers, and this along with the construction and design of some villas, may affect the provision of this service. Your use of this service must be lawful.
Please be aware that there may be limitations with the availability and speed of the service transmitted by the local provider and in some properties a data card is supplied with an allowance. High demand with multiple users all accessing the internet at the same time will have a detrimental effect on internet speeds or cause temporary withdrawal of internet facilities. We have no control over these restrictions along with service provider technical issues.
Just as in the UK broadband speeds vary depending on level of demand and high data consumption, for example, video streaming may have a detrimental effect.
Where the property is advertised with Internet TV, please read this in conjunction with Essential information shown for 'TV/Satellite TV/Internet TV'.
Every effort is taken to maximise the Internet access and Wi-Fi service provided, but we are not in a position to guarantee:
- The availability of service at all times
- The speed at which the information may be transmitted or received via the service
- Compatibility with your own equipment or any software you use
- Services offering Remote Desktop type facilities which are reliant on local broadband speed, availability etc. and therefore we do not recommend relying on this service for work/educational purposes
- The security of the WiFi connection
We are unable to accept responsibility for any loss of service, fluctuating internet connection or consequences of using this service and refund/compensation cannot be offered due to circumstances beyond our control.
Having adequate travel insurance in place from time of booking is essential. Travel insurance is there to protect you in the event that something goes wrong whether that is whilst you are on holiday or in the event that you are unable to travel. You should check that the policy covers your personal circumstances, including any medical conditions you or members of your travelling party may have. Whilst we do not sell travel insurance, we can direct you to the services of Holiday Extras, who have a range of products available that may suit your needs. You can find details by visiting https://www.holidayextras.co.uk/travel-insurance.html?agent=I00JV. You are of course welcome to choose your own insurance providers but you should ensure this provides you with adequate cover for your needs. We should point out that if you choose to travel without adequate insurance cover in place from the time you book, we will not be liable for any of your losses which would otherwise have been covered by an appropriate travel policy that would have provided you with cover for the circumstances.
Kitchens include hob, oven/micro oven, fridge/fridge freezer, basic cooking utensils, iron, ironing board, cutlery and crockery, with the exception of our properties in France which do not include irons or ironing boards. Some properties have additional facilities. These will be indicated in the property description where available. Please note cleaning products or materials are not generally provided and condiments or leftover food supplies are usually removed for hygiene reasons. Although our properties are checked regularly, crockery, cutlery and other equipment may become damaged through regular use or removed. Please report any damaged or missing items to our resort staff so that we have the opportunity to repair or replace the item.
Local attractions / activities / excursions
All local attractions referred to are independent and provided by third party suppliers and not James Villa Holidays .
Please ensure all personal possessions are packed when departing your accommodation. Whilst we will endeavour to assist when items are left, unfortunately we are unable to guarantee the return of any items which have been left unattended and will not be liable for any items lost or damaged in transit. Postage, packaging and handling fees may be applied for the return of lost property.
Maid service will vary at each individual property and can consist of preparation only with linen and towels on arrival with no further visit, to five days per week with daily towel change and weekly linen change. The time of their visit and hours worked may vary and their duties when visiting mid stay may only include towels being changed, with no cleaning taking place. Maids are not responsible for laundry or washing up and we ask that you keep the property tidy and leave it as you would expect to find it. For properties in France, please note that cleaning, bed linen and towels are not included (except where specified) and you will have to clean the property yourself before departure or incur an end of stay cleaning charge in resort. If your property has a barbecue, please ensure you leave it in a clean condition, as no maid service is included in the upkeep of this facility. Please note that beach/pool towels are not supplied and these should be taken with you unless otherwise stated. We kindly ask all guests not to use the bath towels supplied at the property for the beach or around the pool.
In certain resorts, in particular those closest to the airport, it is not uncommon to experience aircraft noise. In addition, noise may be heard from roads, wildlife and other accommodation types, especially if your accommodation is located near to a busy holiday resort. This may be more noticeable during peak season due to the increase of flights and tourists.
Passports and visas
It is your responsibility to ensure you have a valid passport and visa (if applicable). The information given here is a guide only for British citizens whose passports were issued within the UK. Clients should check with the passport office if in any doubt. Anyone who is not a British citizen (this includes citizens of British overseas territories, citizens who hold their citizenship by virtue of a connection with Gibraltar, British subjects who have a right of abode and EU and other nationals) should consult the embassy of the country of destination and the Home Office immigration department to check whether they require any special documentation for the countries they are visiting or for return to the UK. Passport reminder: only full ten-year passports with a recommended six months validity on your return travel date are valid for travel overseas and children now require their own passports. If you need to obtain a new passport, this will normally take three weeks by post. Should you require further information please contact the passport office on 0300 2220000 or visit their website at homeoffice.gov.uk.
Advanced Passenger Information System (APIS)
Please be aware that Airlines will also require the following information prior to travel: the name on your passport, your date of birth and passport number. Failure to provide us with this information could result in you being charged at the airport. British passport holders travelling to the USA are required to have either individual machine-readable passports or biometric passports. The key feature of a machine-readable passport is the machine-readable strip (marked by chevrons >>>>>) at the bottom of the details page, which is either on the inside back cover or is the last page. If your passport is not machine-readable you will need to obtain a visa before travelling, or apply for a new passport. Passports issued on or after October 26 2006, must also include an integrated circuit chip capable of storing the biographic information from the data page, a digitized photograph and other biometric information. Families will be required to obtain individual passports for each traveller including all children. Where we collect this data, we will treat it in accordance with our privacy notice.
Visa Waiver Programme (VWP).
If you have a machine readable or Biometric passport you should be able to qualify for travel (of up to 90 days) without a visa, under the Visa Waiver Programme (VWP). That is, provided no one in your party has ever been arrested (even if not convicted), or if suffering from a serious communicable disease (Please contact the US Embassy for details of all restrictions). Electronic System for Travel Authorisation (ESTA)-US Customs & Border Control have introduced an Electronic System for Travel Authorisation. The system is web based only and requires all passengers (including infants) travelling to the USA to apply for 'authority to travel' a minimum of 72 hours prior to travel. Effective from 12 January 2009, ESTA is compulsory.
You may be denied boarding or refused entry to the US if you have not registered and obtained authorisation using ESTA. To apply for this new travel authorisation, please visit cbp.gov. It is very important that you complete your ESTA application using the exact address as displayed on your final travel documentation.
The US Customs and Border Protection department began charging $14 per application for an ESTA on 8 September 2010. All payments must be made by credit card. We recommend that you carry your ESTA approval with you when you travel. It is important the information submitted to the airlines as part of ESTA is the same as the information you have submitted under APIS as any differences may delay or prevent your entry to the USA. For full advice on travel to the US and visa entry requirements please visit the US embassy website uk.usembassy.gov or telephone 0904 2450100. Please note this information is for British Citizen passport holders only, you should contact the US embassy if you hold any other type of passport.
With effect from 10 April 2014, all passengers travelling to Turkey must have prior to travelling completed an online visa application. Passengers will no longer be able to pay for an entry visa upon arrival at the Airport. This new requirement call EVISA (Electronic Visa) has been implemented by the Turkish Government and will cost US $20. The EVISA application is via the following website only evisa.gov.tr In order to apply please visit the website a minimum of 24 hours prior to your departure and follow the instructions provided. Although 24 hours is acceptable a 7 day period is recommended.
Personal health and safety
If you or any member of your party is an expectant mother or suffers from any pre-existing medical condition, you must check with your doctor about the advisability of travelling abroad and where required, carry a fit to fly certificate valid for the duration of your holiday dates. You must also inform James Villa Holidays prior to booking. Acting reasonably, we reserve the right to refuse a booking in these circumstances. The European Health Insurance Card (EHIC) is valid in all European Economic Area (EEA) countries and allows you state healthcare at a reduced cost or for free. The EHIC is not an alternative to travel insurance, but it is important to have both an EHIC and valid private travel insurance policy
Adequate travel insurance is essential to cover your personal belongings - there are usually limitations placed on money and valuables so check your policy carefully. In the event that you should lose any items of value whilst on holiday through theft or otherwise, you must report the facts immediately to the local police or other competent authority and obtain a written report. If a report is not obtained it will be difficult for you to pursue any claim through your holiday insurance.
Pools, garden and general maintenance
All our properties are maintained by the staff who have access to the pool/garden area. 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. When a lawn area is featured, this will be detailed in the accommodation description. 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 customers. 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. It is also not uncommon for the maintenance staff/maid/owner to live within a property's boundary.
Roof terraces may be gated and access denied if deemed unsuitable for use. If there is access to the roof terrace at your property, please take caution and supervise children at all times.
Safety deposit boxes
Please note that safes are not provided in all properties and should you require a property with this facility please ask our Travel Advisors at the time of booking. You must use the safe to place your valuables if one is available.
Satellite navigation systems
Although satellite navigation systems are useful in locating places of interest during your holiday, please use the directions provided in your travel information pack when travelling to your specific villa, to avoid any difficulties.
We request that guests refrain from smoking within the villa or accommodation and ask that cigarette stubs and ash are disposed of carefully away from the villa grounds.
Stay safe on holiday
Your safety and wellbeing is of utmost importance to both us and accommodation providers. Between us, we take care to ensure your stay at your chosen property is safe and trouble free. However, please be mindful that our accommodations comply with the local standards and regulations of the country they are located in, which might not be the same as we expect in the UK. Please take extra care while you’re away and ensure that children remain supervised at all times.
Further advice and guidance for staying safe whilst on holiday will be provided in your travel documentation.
Useful websites & travel advice while abroad:
ABTA provides some advice for staying safe when you’re out and about, at the beach and for your personal security.
The Foreign and Commonwealth office provides advice for driving while abroad, eating and drinking safely and health etc. Please be sure to familiarise yourself with the laws of the country you are visiting, especially driving laws if you are taking or hiring a car.
The NATHNAC (National Travel Health Network and Centre) website provides general travel advice and tips for staying safe while abroad.
More and more people are travelling abroad every year. This brings many positive benefits to everyone involved, but there is also growing concern about the negative impacts on the environment and culture of holiday destinations. We recognise the vital role the holiday industry has to play in sustaining and improving the environment, for many generations to come. Our brochures are made from paper which has chain of custody certification, and ensures all wood is from sustainable managed forestation.
Insider guide to souvenir shopping
By thinking a little about your holiday shopping before you travel, you can help to make a difference. Thinking about your choice of holiday souvenir can help to support destination communities and reduce negative impacts on the environment... and you are more likely to choose a unique souvenir that will be valued when you get home!
Read the Travel Foundation Top Tips to learn more.
Unless otherwise stated, telephones are not provided in our properties, or in Holiday Resorts may be for internal resort calls only. Therefore we recommend that, if possible, customers take mobile phones in case of an emergency.
Calls may be recorded for training and quality control purposes.
Please note, transfers are not included in the cost of our holidays. However certain destinations can provide this service at an additional cost. You will be transferred to your accommodation from the airport upon arrival. The accommodation occupation time is strictly 4pm. Arrivals prior to this time must wait until 4pm to gain entry. Accommodation must be vacated at 10am on the day of departure. If a return transfer has been arranged and your flight time is in the afternoon or evening you will be collected at 10am from the accommodation and transferred to the airport at this time. Transfers are usually either by taxi or minibus. Child seats, where available, must be pre-booked prior to departure. In some of our Greek destinations it is necessary to transfer to and from the airport by hydrofoil, private boat transfer or ferry. A waiting time can be expected due to the schedules of ferries, private boat transfers and hydrofoils. These timings are often not finalised until the season has started and then can be subject to change or delay for a variety of reasons, including the arrival of incoming flights, port delays and stops en-route. In certain circumstances, including passenger numbers and weather conditions we may have to substitute the method of transfer.
We work with the Foreign and Commonwealth Office to help British travellers stay safe overseas. Visit gov.uk/foreign-travel-advice for advice and the latest information about specific countries.
On making a booking with us, a confirmation invoice and ATOL certificate (if applicable) will be sent out via email or post, together with a travel insurance policy booklet if applicable. Your full travel documentation, which includes accommodation information and if booked, flight tickets/e-tickets and car hire voucher, will be sent approximately ten days prior to your departure. Please check and take these documents with you when you travel.
Travellers with disabilities
Some of the holiday accommodation we feature may be less suitable than others for guests with disabilities, particularly wheelchair users. It is therefore important that when enquiring about a holiday, our Travel Advisors are informed of any special requirements you or a party member may have. By informing us, you help us to ensure that we offer the most suitable property for your needs. (See also clause 20 of our booking conditions)
TV/Satellite TV/ Internet TV/video/DVD/games consoles
If the written description for a property indicates Satellite television you can expect to receive at least one free to air English language channel, which maybe a news channel. Subscription channels, including Sky and Free Sat are not available unless stated.
Where Internet TV is in the description you can expect a TV service provided via the public internet with the ability to select and search English speaking channels, please note Amazon TV/Netflix will not be available unless stated, and BBC / ITV iPlayer, or similar are not available outside of the UK. As this service depends on Internet Access and Wi-Fi coverage please read in conjunction with Essential information ‘Internet Access and Wi-Fi’.
A number of our properties are equipped with standard televisions which will only receive local foreign language channels. We cannot guarantee the suitability of channels received and would recommend you use the same care and supervision with children as you would do at home.
If a villa is equipped with a DVD, video or games console, you will need to provide your own DVDs/games.
We take the safety of our customers very seriously. Unfortunately crimes against people and property are a fact of life throughout the world and you have the same responsibility for your personal safety as you do at home. We therefore advise all customers to be extra vigilant and ensure that great care is taken of your property and personal possessions. You must ensure all the windows, shutters and doors are locked at night. Where available, set the security device if you are out for the day and at night time or when you are in bed. You should also take care to lock doors and windows if you are relaxing by the pool. In some of our accommodation, our suppliers have chosen to invest in alarm systems which have sensor-controlled internal cameras. Please be aware that these systems only capture images when the alarm has been set and the sensors are triggered through activity.
We make every effort to ensure that the information and photography contained on our website and within our brochures is accurate. However, many individuals are responsible for the provision of your holiday arrangements and they may alter or temporarily withdraw some of the advertised facilities or services without prior notice to us. Gardens will naturally grow, furnishings may be replaced and décor updated, and it is not always possible to display the most up to date photographs. Unfortunately errors can occur and prices may alter, however we will always endeavour to advise you of any changes at the earliest opportunity. The distances to amenities and pool measurements we have provided are approximate whilst floor plans are displayed as a guide and are not to scale. The temperature scale provided is a guide only and weather patterns can change at different times of the year.