QUICK GUIDE TO MOST FAQ
WHAT IS INCLUDED IN OUR ACCOMMODATION COST?
• One Free Group B Seat Ibiza or similar 5 door Air conditioned Car - (villa accommodation only).
• Water, gas, electricity, maid service, bed linen, bath towels,hairdryer.
• Air conditioning bedrooms only. (unless stated otherwise)
• Heating, (central heating selected villas only - summer season 1st April - 31st October - On request basis only).
• Pool towels all villas ( actual number of clients at villa - Pool towels changed once during two week stays).
• Heated Indoor Pools and Jacuzzi (selected villas only). Heated outdoor Jacuzzi - on request.
• Table tennis (unless shown otherwise), (travel cots, H/C on request - max 2) each villa,
• Basic Welcome Hamper (except special villa offers).
• Services of our English speaking staff Resort office
IS THERE A VILLA INFORMATION BOOK AT THE PROPERTY TO ASSIST US?
Yes. We provide all villas/apts with Information Book which comprises of Emergency contact numbers and other. For further information please read Important Information and Terms and Conditions on our website www.thebestvillaspollensa.com.
DO YOU ARRANGE FLIGHTS?
No. We arrange accommodation only.
DO WE REQUIRE TRAVEL INSURANCE?
Yes. We strongly suggest at all times, you arrange Travel Insurance comprehensive policy, meeting the known requirements of your holiday.
CAN WE ARRANGE TRANSFERS BETWEEN AIRPORT AND VILLA?
Yes. We work closely with local Taxi firms in the area and can arrange taxi transfers one way or return. Prices on request
CAN YOU ARRANGE CAR HIRE?
Yes. Car Hire is included FREE in accommodation Price. If you require extra car or upgraded we can quote you a cost on request.
DOES CAR HIRE INCLUDE COMPREHENSIVE INSURANCE ANY HIDDEN EXTRAS?
- Delivery and collection either Palma Airport or Pollensa - free of charge.
- All prices are inclusive taxes and fully comprehensive insurance (no excess).
- Unlimited mileage.
- Petrol: cars are supplied with ¼ tank of fuel and must be returned with similar amount of fuel as collected.
- One extra driver (no supplement charge).
- Car Hire Garage facilities in resort available for on spot trouble shooting.
- Extra hours of use during the departure day (no supplement charge) being always the time stipulated in the Car Hire form.
Not included in the price:
- Lost or stolen key/s.
- Refuelling with wrong fuel.
- Damage caused to the wheel trims or tyres.
- Damage to the underneath of the vehicle and running boards.
- Theft of the vehicle with the keys in the ignition.
- Breakage of windows and wing mirrors.
- Traffic and/or parking fines: There will be a management expense of £18 in case of traffic fines.
EXTRA COVERAGE INSURANCE (damage of tyres, rims, windscreens and wing mirrors)
For your peace of mind, The Best Villas Pollensa SL suggests you to add the extra insurance into your booking.
Categories B, B Automatic, C, C Automatic, G: £32 (pounds sterling) per week.
Categories D, E, F: £39 (pounds sterling) per week.
DO YOU PROUDUCE PRINTED BROCHURE?
No we do not produce printed mail brochure. Instead use funds keeping our Website Brochure and website regularly updated as and when changes may take place.
CAN WE ASK YOU PLACE OPTION HOLD WHILST WE SEARCH FLIGHTS?
Yes of course. Please contact us placing request for a 24 hour option hold via email or phone contact. We place an unobligatory option hold whilst you search flights and/or speak to family or friends in your party.
WHAT IS THE MIN MAX LENGTH OF RENTAL PERIOD?
Villa holidays standard rental periods over the board are normally 7 days or more i.e. 7 days, 14 days and/or three weeks.
DO YOU DO MID WEEK ARRIVALS?
No. This may prove possible on “special request cases either early season or late season, however, there are no guarantees to any requests.
MEET AND GREET AIRPORT REPRESENTATIVE?
We do not provide a representative meet and greet service at the airport.
DO YOU SUPPLY TOWELS AT THE VILLAS PROPERTIES?
Yes, we supply one large towel and one small per person. Note, the bath towels here in Spain may prove smaller to those you are used to in UK. They are substantially smaller than bath towels in US and Australia.
DO YOU OFFER REPRESENTATIVE SERVICES ATTENDING VILLA DURING STAY.
We do not have representative visits to the Villas on clients arrival or during their stay. However, should any guest make a "special request" for a visit, this must by personal attendance to our office, or telephone contact during working hours, not via e.mail request or text message as this may be missed, we have facilities at our office, which may be able to assist on spot all or any matter requiring a visit to the villa. All or any visits we can arrange at a mutual and convenient time for both parties. With respect to all or any actions required at any property or general questions or information required we offer our Resort Office available to all guests which is open for attendance, 6 days a week 9am to 6.30pm Monday to Friday. Saturday 9am to 7.30pm, regards any matter and/or they can telephone our office if preferred.
WHAT IS THE NECESSITY OF YOUR ASKING FOR OUR FLIGHT DETAILS?
Flight details are vitally important primarily for villa cleaning schedule on arrival and departure day. It may be your reservations also has “holiday extras” such as Taxi Transfers, extra beds, cots, high chairs, we require timings, in order, to ensure all or any items you have ordered are awaiting your arrival at the Villa.
WHAT IS CHECK IN /CHECK OUT TIME AT OUR ACCOMMODATION?
Check-in time is 16.00h. Check out time is 10.00h
IS EARLIER OR LATER STAY POSSIBLE AT VILLAS
No. Contractually hours of arrival and departure are arranged in order to allow cleaners from 10am until 16.00hrs sufficient time to prepare properties for new arrivals. We offer luggage storage at our Resort Office. Early or Late season “special requests” may prove possible, our aim is always to try our utmost to allow earlier access or later stays, for our guests unfortunately, this is not always possible depending on time of arrivals or other, and beyond our control and we cannot guarantee all or any requests.
All clients must carry a full 10 year passport with at least 6 months validity prior to expiry date. For clients who do not hold UK passports may require a Visa, it is your responsibility to Check visa requirements depending on country of travel and stay.
LATE ARRIVAL IS THERE A WELCOME HAMPER AWAITING?
Yes. A basic Welcome hamper is supplied within accommodation price (except special villa offers). (see below). We recommend arrivals after 17hrs hours consider an upgrade to superior pack, price on request. In event they arrive in resort after supermarkets have closed. Note. Welcome hamper may vary slightly depending on availability.
WHEN DO I RECEIVE MY TRAVEL DOCUMENTS?
Travel documents which include directions to your accommodation, key collection instructions, general information, car hire instructions are sent out within 10 and 15 days before your arrival.
WHERE DO I COLLECT KEYS FOR MY ACCOMMODATION?
Key collection and instructions are informed within your Travel Documentation.
IF WE CANCEL OUR HOLIDAY WITH YOU?
As our Terms and Conditions this is non-refundable at all times. Balance monies paid are also non-refundable.
CAN YOU ARRANGE EXTRA BEDS, COTS HIGH CHAIRS AT ACCOMMODATION?
Yes. We provide Cots and High Chairs free of charge (max 2 each item). Camp Bed at a supplement cost .
CONTINENTAL BEDS AND MATTRESSES
Bed sizes may prove different to sizes recognized in your own country and ask your flexibility on this área. Bed mattresses are a highly and personal individual preference, some guests may prefer hard, others médium and some soft. It is not possible to supply mattresses to every ones preference. Our owners are asked to supply a good quality bed that is not foam and is of médium firmness. If the mattress supplied at any of our villas does not meet a guests personal satisfaction or expectancy, unfortunately, we cannot be held responsible for any disappointment regards bed mattress supplied at the property.
DO YOU SUPPLY BEACH OR POOL TOWELS AT ACCOMMODATION?
Yes. We supply pool towels free (1 towel per person for actual number of guests staying at the villa under the reservation)
WHAT SATELLITE TELEVISION IS AVAILABLE?
SATELLITE TV AND DVD PLAYERS. We want you to relax and enjoy your holiday. Whilst our properties have TV with satellite features, there are often very limited English channels on offer. The lack of channels is primarily because analogue has been switched off and British satellite broadcasters do not support satellite broadcastings outside the UK, hence, we do place DVD players. In Mallorca Television over the island has recently been converted to a digital system which offers a small selection of English channels, but the majority are local channels and other European channels. The availability of all or any channels, again, depends on the actual location of each individual Villa regards reception of channels finally available for viewing, which is beyond our control.
IF SOMEONE FALLS ILL DURING THEIR HOLIDAY?
Ensure you bring your Insurance Policy on holiday with you along with your European Health Card to show at the Doctor or Hospital, if required. If you are on pre-known medication, we suggest you bring sufficient medication to cover your stay. In event of medical emergency, there is a 24 hour emergency centre in Pollensa, or call the numbers in your Villa Information Book your possession. You can also ring 112 for an ambulance, they speak English.
IS AIRCONDITIONING ON A TIMER?
No. However, we do ask you use sparingly. Air conditioning uses a lot energy. Do not use if windows and doors are left open. If it us used with windows and door open, owner reserves rights to withdraw facility, as this may cause damage to the motor with ice build up.
DO I NEED TO TAKE ADAPTOR PLUGS?
Yes. Accommodation supplies local plug sockets. This will require your providing your Own adaptors for all or any electrical items you may take with you on holiday.
WHAT HAPPENS IF PROBLEMS ARISE IN THE PROPERTY OR HAVE TO MAKE A COMPLAINT?
For all or any unforeseen problems that may/may not arise during your stay Information Book provided at All our properties informs contacts with request all or any matters are reported same day or earliest 9am next day even for small situations such as missing items knives, glasses cutlery missing that previous guest may not have reported including light bulbs. Therefore, we ask all guests to report missing items to Resort Office as requested at all times.
In the event you may have an unlikely situation you feel the need to make a complaint during your stay Please follow instructions of contacts and format in our Villa Information book or view our Important Information And terms and conditions on our website.
WHAT ITEMS DOCUMENTS SHOULD WE TAKE ON VILLA HOLIDAY?
• Travel documentation provided by ourselves
• Travel Insurance documents Note. Advisable to take photo copies of your Insurance Document in case of loss during stay.
• Emergency contact numbers of Bank, CC contacts in event lost or stolen.
• Passport, driving license. Note. Advisable to take photo copy in case of loss during stay.
• Mobile phones charger adaptors. Note, if you wish to receive calls ensure you contact your mobile supply to activate accordingly.
• Prescription medication if required.