0800 074 0122
Mon-Fri 8am-9pm
Sat-Sun 9am-9pm

Frequently Asked Questions

  • Booking a holiday

    1. Is there an age restriction on James Villas travel insurance?

      Yes – our travel insurance policy only applies for passengers who are aged 85 years and under at the time of taking out the policy.

    2. What age qualifies as a child?

      A child must be under the age of 12 on the return journey.

    3. Is there a minimum age for making a booking?

      You must be at least 21 years old to make a booking with us on our website, on the telephone or at our retail store. The person making the booking will become the lead passenger and must travel on the holiday.

    4. What age qualifies as an infant?

      An infant must be under the age of 2 on the return journey to qualify for an infant fare. Infants can travel on the lap of an adult on the aircraft for a nominal fee. Unfortunately, infants do not receive a luggage allowance from the airline.

    5. How do I purchase a gift card?

      We sell gift cards which can be redeemed towards the purchase of a James Villas holiday. Cards can be purchased by calling 0800 074 0122 and are available in any denomination between £1 and £9999.

      Terms and Conditions
      • Gift cards can be redeemed towards the purchase of, or against any forthcoming holiday with James Villas as long as the value of the booking exceeds the value loaded onto the gift card and the expiry date of the gift card has not passed.
      • Gift cards are not redeemable for cash, cannot be resold, cancelled or exchanged for refund. Gift cards can only be redeemed towards holidays where the card holder is travelling.
      • Should you wish to use your gift card when initially booking your holiday, you will need to pay the required holiday deposit in full and the gift card amount will be deducted from the remaining balance. If the full cost of a holiday is due at the time of booking (if booked within 12 weeks of travel), the gift card amount will be deducted from the total holiday cost.
      • Should it become necessary to cancel a booking where a gift card has been used as full or partial payment, any refund due will be in the form of a gift card up to the original gift card value. Normal cancellation terms apply.
      • We accept responsibility for ensuring that our gift cards are delivered to the delivery address stated at purchase, however James Villas can accept no responsibility and are under no liability for replacement or refund should your gift card be lost, stolen, damaged or destroyed, after delivery.
      • James Villas reserve the right to vary these terms and conditions.
      • The usual Booking conditions will apply to all holiday bookings made with James Villas.
    6. How can I use my James Villas gift card?

      Gift cards can be redeemed against any James Villas holiday by quoting the gift card number to your Travel Adviser at the time of making your booking. Upon approval, a Holiday Confirmation Invoice will be dispatched confirming payment.

    7. Can I pre-book my seats on the flight?

      Seats may be pre-booked with certain airlines for a nominal fee prior to departure; our Travel Advisers will be able to check with your chosen airline if this service is available to you. 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.

    8. What forms of payment can I use to book my holiday?

      You can use any of the following methods to pay for your holiday without additional charge:

      Debit Cards

      We don’t charge for any of these types of debit card when the card has been issued in the UK:

      • Visa Debit
      • MasterCard Debit
      • Delta
      • Visa Electron
      • Maestro/Switch
      Cheques / Cash

      Cheques made payable to “James Villas” or cash can be handed to our staff at the James Villa Holidays store in the Bluewater Shopping Centre in Kent.

      James Villa Holidays, Lower Thames Walk, Bluewater, Greenhithe, Kent, DA9 9ST
      Store opening hours:
      • Mon - Fri 10am - 9pm
      • Saturday 9am - 9pm
      • Sunday 11am - 5pm

      Cheques can also be sent to us at our office in Maidstone.

      FAO Accounts Dept, James Villas PO Box 1310, Maidstone, ME14 9QH.

      Please ensure you write your holiday reference (beginning 5) on the back of the cheque to help us find your booking.

      Bank Transfer

      If you would like to transfer money to us directly our account details are:

      • Account Name – James Villa Holidays Ltd
      • Account Number - 23687953
      • Sort Code – 20-00-00

      Please use your holiday reference (begins with a 5) as the payment reference.

      These are for GBP Payments only. Transfers to this account in currencies other than GBP will be translated to GBP by the bank potentially resulting in less than expected being received by us. If you would like to pay in another currency please contact us on 01622 655 940.

      James Villas Gift Vouchers

      Gift vouchers can only currently be redeemed over the telephone. If you would like to use one of our vouchers towards your holiday please call 0800 074 0122 and our Travel Advisers will be pleased to assist you.

      The following payment methods unfortunately attract a 2% charge as we incur a charge from the provider of the service:

      Credit Cards / Purchasing Cards / American Express & Paypal

      Non UK registered debit cards (even if they are GBP denominated)

      From time to time the banks can introduce new cards particularly prepaid debit cards which use card numbers which previously appears in a cred card range. If you believe you are being incorrectly charged please contact us on 01622 655 940 and we will be happy to look into the matter.

    9. Can we travel from different airports?

      If you, or other members of your travelling party require different flights from different UK airports we can arrange this on your behalf. Simply call one of our Travel Advisers on 0800 074 0122 for more information.

    10. Are your villas pet-friendly?

      We are sorry, but we don't operate a pet-friendly villa programme at this time. None of our villa properties allow pets to be accompanied as part of the holiday booking.

    11. Have I paid APD (Air Passenger Duty) on my child’s flight?

      As announced by the Chancellor of the Exchequer during the November budget 2014, all children under the age of 12 flying from a UK airport on and after 1 May 2015, and after 1 March 2016 for children aged under 16 on the date of travel will be exempt from Air Passenger Duty (APD).

      This has been automatically calculated in our flight pricing.


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  • Before you go

    1. When will I receive my travel insurance policy?

      Your travel insurance policy, which is proof of purchase, will be dispatched to you at the time of booking with your holiday confirmation invoice. The policy number for your travel insurance is the same as your James Villas reference number. Please refer to the policy for terms and conditions. It is essential that you take the policy with you when you travel.

    2. When is my deposit balance due if my holiday qualifies for the 'low deposit' offer?

      If you are able to take advantage of the 'low deposit' offer of £100 per person, the balance of your deposit will be due 8 weeks after your booking is confirmed. The value of the full deposit is dependent on which flight supplier and destination you choose – please refer to section 4 'Paying for your holiday' within our Booking Conditions. The remainder of your balance is due 12 weeks prior to your departure.

    3. When is my balance due and how can I pay?

      The balance is due 12 weeks prior to departure. The balance due date can be found on the booking confirmation invoice. You may pay by credit/debit card over the telephone, please note that all payments made by credit card are subject to a handling fee of 2%. Cheques will only be accepted for payment if received more than 13 weeks prior to departure.

    4. Can I pay by installments?

      Yes, there are three ways that you can pay. 1) If you have registered for 'My Holiday' you can make additional payments at any time online. 2) Call one of our Travel Advisers on 0800 074 0122. 3) Post a cheque to James Villa Holidays, 20/20 Business Park, St Leonards Road, Maidstone, Kent, ME16 0LS. Include your name, address and holiday booking reference, and once we have received payment we will send you an updated invoice. Cheques will only be accepted if received more than thirteen weeks before departure.

    5. When will I receive my tickets & travel documents?

      These will be sent to you approximately 7 - 10 days prior to your departure. As the majority of the airlines use E-Tickets, these will be sent via email to you. Please check your spam folder in case your email provider has put our email here. If you are unable to receive your documents via email please inform us and we shall arrange for copies to be sent via post.

    6. What are the passport and driving license requirements abroad?

      All passengers must carry a valid 10 year passport with at least 6 months validity prior to the expiry date on the date of the return journey. A Biometric passport is required for any passenger travelling to the United States,

      Please refer to the passport office for further information on 0300 222 0000.

      Visas may be required by certain passengers who do not carry a UK passport.

      Standard UK driving licenses must be produced by all drivers to the car hire company.


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  • At the airport

    1. Am I eligible for special assistance at the airport for my disability/mobility problem?

      Under European law, if you are disabled, have difficulty moving around or walking more than 500 metres, you can receive assistance when you fly. This free service is available to anyone with mobility problems, for example, because of their disability, age or a temporary injury. To take full advantage of the service you need to pre-book 48 hours in advance of your flight.

    2. How do I arrange special assistance at the airport for my disability/mobility problem?

      If you have arranged your flights through James Villas and if anyone in your party is disabled or has difficulty in walking more than 500 metres, we can help you to book free airport assistance. Please contact our Travel Advisers via the help centre, or by calling 0800 074 0122.

    3. How much time shall I give for airport check-in?

      We recommend arriving at the airport at least three hours before departure to allow time for check-in, bag drop and airport security.

      As this may differ between airlines please refer to your airline tickets for further details.

      Finally, always consider traffic delays when planning your trip, delays may occur during busy holiday periods and peak rush hour times. Airport parking can also vary, often adding 20 to 30 minutes onto your journey.


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  • Arriving in resort

    1. When should we arrive in resort?

      Navigating unfamiliar roads can be daunting, so where possible if daytime flights are available we would recommend choosing these to make for a stress free arrival.

      Please note that airlines occasionally make changes to scheduled flight times and as such are our of our control

    2. Will the car hire company accept a debit card?

      No. The lead driver will be required to provide a credit card in their name to cover applicable charges in resort, for example any petrol supplied or excess on the car insurance. For more information visit the James Villas car hire page

    3. How many drivers per car are included in the rental cost?

      This varies according to which destination you visit. You will be advised at the time of booking by our Travel Advisers. If you require additional drivers, the names can be added and insurance charged as an extra cost upon arrival at your destination. All drivers will need to produce a driving license.

    4. Can I add a car seat to my booking?

      Most car hire companies are able to add child seats and booster seats for children aged 9 months to 6 years. These must be pre-booked prior to your departure and will be payable locally in resort.

    5. Are transfers provided?

      Transfers are not included in the cost of our holidays. However certain destinations can provide this service at an additional cost. Transfers are either by taxi or minibus. Transfers should be booked in advance to avoid disappointment.


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  • At your villa

    1. Will there be a representative in resort?

      If you require our assistance, you can contact us on the 24hr telephone helpline.

    2. What is in a welcome pack?

      Welcome packs include the following basic items and covers 4 persons: Mineral water, Milk, Coffee, Tea bags, Sugar, Fruit juice, Bread, Jam or Marmalade, Margarine/Butter, Ham slices, Cheese, Biscuits and Crisps. Contents may vary slightly, according to availability. For your convenience we always recommend a welcome pack especially if you are arriving in the evening. Please order your welcome pack in advance to ensure your welcome pack is at your villa upon your arrival. Please note we are not able to offer welcome packs if you choose to arrive on a day other than the main changeover day.

    3. What is a changeover day?

      A changeover day is the specific day of the week when holidays start and end at a particular villa. We allocate changeover days to villas in each destination to coincide with the days when most flights are available. You can choose to arrive on a different day if flights are available, but you may not be able to order a welcome pack, or where an option, receive a visit from our resort representative.

    4. Are towels and linen provided at the accommodation?

      All bedroom and bathroom linen is provided, unless otherwise stated within the property description. Bath towels are provided, usually one hand and one bath towel per person. You will need to take your own beach towels to use around the pool, unless otherwise stated within the property description. Cot linen is not provided; please ensure you take your own.

    5. Is maid service provided?

      Maid service varies at each individual property and can consist of preparation only with linen and towels as a minimum, to five days per week with daily towel change and weekly linen change. Some properties may charge for cleaning locally in resort, this will be specified within the property description.

    6. Will an iron and ironing board be provided?

      Generally all accommodation types will have iron and ironing boards.

    7. Are hairdryers provided?

      No, you will need to take your own, unless otherwise stated in the property description.

    8. Will I need to take travel adaptor plugs?

      Yes – the accommodation will be fitted with local plug sockets so you will need to provide your own adaptors for any electrical items you take with you.

    9. If satellite TV is provided in the accommodation, which channels can I expect to receive?

      It will be local satellite in the country that you are visiting. Limited English speaking channels are available – please do not expect the usual satellite channels you receive at home.

    10. When is the pool heating available?

      Heated pools are only available when stated in the relevant villa description and will be at an additional cost unless otherwise stated. Where operation is during the winter months, this is from 1 Nov until 30 Apr. Some exclusions/rental restrictions may apply in July/August. Most heated pools are electrically heated but some are solar-heated and the temperature of the pool will therefore depend on the weather conditions. In certain cases a charge will be incurred for this facility which may be payable locally or on your booking invoice. With regard to our villas 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.

    11. Where will I collect the keys to my accommodation?

      Details regarding your key collection will be sent to you with your travel documents. Collection points do vary depending on the destination and the accommodation you are travelling to.

    12. Can we occupy the accommodation before 4pm on the day of arrival?

      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.

    13. Can we vacate the accommodation later than the confirmed time of 10am?

      This is not possible as the accommodation will need to be cleaned and prepared for the next guest. Your representative may be able to advise if local chargeable facilities are available for you to use.


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  • Questions about the app

    1. Where can I get the James villas Travellers' App?

      You can download the James villas Travellers' App from either the Google Play store (for Android Devices) or from the Apple iTunes store (for Apple Devices)

    2. What devices can the James villas Travellers' App be used on?

      The James villas Travellers' App is available on the following devices:

      • Requires iOS 6.0 or later. Compatible with iPhone, iPad and iPod touch.
      • Android Devices running OS 4.0.3 and above
    3. Where can I use the James villas Travellers' App?

      You can use the App absolutely anywhere – from home before you depart, at the airport or even on the beach.

    4. Will it cost me anything?

      The App is completely free to download and there are no in-app purchases to make.

    5. What about Data Roaming charges?

      While the majority of the features of the App are available to you without use of a data connection, you may incur data roaming charges for some elements of the App - please check the terms of your tariff before use abroad. James villa holidays accepts no responsibility for data roaming charges incurred while using the App.

    6. Can I book a holiday via the James villas Travellers' App?

      The App is intended as a holiday companion for customers who have already arranged a holiday with us and has not been designed to search for or book holidays.

    7. Can I use My Holiday via the James villas Travellers' App?

      You can access My Holiday from the App, through the James villas website. Via the App you can make use of all the features of this service and make changes to your holiday booking i.e. modify car hire or add Advanced Passenger Information (API).

    8. Help. I cannot login to the James villas Travellers' App?

      If you are having problems logging into the App, please ensure firstly that you have already booked a holiday with us. To login you will require the surname of the lead passenger as well as your booking reference number. If you are experiencing any technical difficulties please let us know.


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For further help and advice before you travel...

Please refer to the essential information where any further questions can be answered.

Essential Information

Unable to find the answer you were looking for?

If you are unable to find the answer to your query, please contact us or call one of our travel advisers.

0800 074 0122