QUICK GUIDE TO MOST FAQ
WHAT IS INCLUDED IN OUR ACCOMMODATION COST?
• Group B car (Opel Corsa or similar - 5 door - Air conditioned) (only for bookings made directly with The Best Villas Pollensa, not included in bookings made via other booking portals)
• Water, gas, electricity, maid service, bed linen, bath towels, hairdryer
• Pool towels all villas (actual number of clients at the villa, changed once in two week stays)
• Air conditioning - bedrooms only (Unless stated otherwise)
• Heating (selected villas only) - (2 central heating hours in the morning and 2 hours at night) on request always depending on weather.
• Heated indoor pools and Jacuzzi (selected villas only). Heated outdoor Jacuzzi - on request
• Table tennis (unless shown otherwise)
• Travel cots and high chairs (on request - max 2 each villa)
• Basic welcome hamper (except special villa offers)
IS THERE INFORMATION ABOUT VILLA AND AREA AT THE VILLA?
Yes, at the villa you will find a QR with Emergency contact numbers and other details about the villa and the town. You can also find further information in 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 provide contact details so that you can arrange taxi transfers one way or return.
CAN YOU ARRANGE CAR HIRE?
Yes, car hire is included in the 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?
Please click HERE in order to read full information about car hire, car insurance, extras, etc.
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.
We have also mid-week arrival options for bookings of minimum 5 days at a selection of properties under request.
DO YOU DO MID WEEK ARRIVALS?
Yes, we offer a selection of properties under request for mid-week arrivals.
Contact us and we will be pleased to send you availability.
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?
Yes, we supply one large and one small towel per person. Note, bath towels here in Spain may prove smaller to those you are used to in your country.
DO YOU OFFER REPRESENTATIVE SERVICES ATTENDING VILLA DURING STAY?
We do not have representative visits to the villas on client’s arrival or during their stay. 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.
Monday- Thursday (9.00am - 5.00pm)
Friday (9.00am - 3.00pm)
Saturday (9.00am - 7.00pm)
Sunday closed
WINTER SEASON
Monday - Thursday (9.00am - 5pm)
Friday and Saturday (9.00am - 3pm)
Sunday closed
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.
It is necessary and obligatory you inform us in case your group travels on separate flights. We need to have the information about the first group and flight arriving to Mallorca and the last group and flight leaving the island. In case we do not have this information, we will consider the information provided in the booking form as the first and last group and flights; this may result the villa will not be ready at your arrival time, even if it is after 16.00h, or the cleaning ladies attend the villa before 10.00h at your departure day for what we will not be responsible if we have not received the abovementioned required flight information.
WHAT IS THE CHECK IN /CHECK OUT TIME AT OUR ACCOMMODATION?
Check-in time is at 16.00h. Check out time is at 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 10.00h until 16.00h 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; therefore, we cannot guarantee all or any requests.
PASSPORT REQUIREMENTS?
Due to the new Spanish Tourism Law, which came into force on 1st June 2018, we are obliged to provide passport information of all the people staying at the villas to the Guardia Civil. Therefore, it is compulsory for all the clients to send us passport information of all the members included in the booking. In case we have not received the information of some member in the booking, this person will not be added as a guest in the villa and in consequence will not be covered, in any circumstance, by any insurance.
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). We recommend arrivals after 17:00h consider an upgrade to superior welcome pack (price on request), in case 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, etc., 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?
You (The Client) can cancel your booking arrangements at any time, but the cancellation will be only effective on the date on which written notification by email is received by The Company.
Cancellation charges must be paid whether or not the client is able to claim for the cancellation charges on their Travel Insurance Policy.
It is the client’s responsibility to purchase Travel Insurance that includes cancellations; those conditions may allow all or any claim on the insurance policy, if necessary, if the reason for your cancellation falls under and is covered under the Terms and Conditions of your insurance policy.
The Client must pay following applicable cancellation charges up to the maximum to The Company within seven (7) days of cancellation.
Cancellation charges are a percentage scale based on date written cancellation notice is received:
- 5 weeks or more - Loss of deposit.
- 21 days or less - 75% of accommodation cost.
- 14 days or less - 100% of accommodation cost.
The Client must inform us before arriving to Mallorca if some member of the group will not travel and stay at the villa so that we can eliminate his/her information before sending it to the Guardia Civil in Spain. In case we are not informed about this person not staying at the villa, we will send the information of all the members in the group and therefore we will not be allowed to send any document for the travel insurance company confirming this person has not stayed at the villa.
IF WE MODIFY OUR HOLIDAY WITH YOU?
If, after The Company has issued a Booking Confirmation, you (the Client) wish to change your booking arrangements in any way –chosen departure date or villa you are renting – any possible changes may be made, subject to availability. Provided the written notification is by the Lead Contact received at least ten (10) weeks before your arrival date.
The company will endeavor its utmost to make all or any changes, however, it may not always prove possible and not guaranteed.
If you (The Client) reduce your holiday duration (e.g. from two weeks to one week) at any time, after booking confirmation and deposit payment, this will be treated as a cancellation of the week reduced and cancellation charges for this canceled week (Clause 4) will be applied.
CAN YOU ARRANGE EXTRA BEDS, COTS HIGH CHAIRS AT ACCOMMODATION?
Yes, we provide cots and high chairs under request, free of charge (max. 2 each item). Camp beds have an extra cost.
CONTINENTAL BEDS AND MATTRESSES
Bed sizes may prove different to sizes recognized in your own country and ask your flexibility on this area. Bed mattresses are a highly and personal individual preference, some guests may prefer hard, others medium 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 medium firmness. If the mattress supplied at any of our villas does not meet a guest’s 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. 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 digital system 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 in your possession. You can also ring 112 for extreme emergencies, they speak English.
IS AIRCONDITIONING ON A TIMER?
No, however, we do ask you use sparingly. Air conditioning uses a lot of energy. Do not use if windows and doors are left open. If it is used with windows and doors open, owner reserves the right to withdraw facility, as this may cause damage to the motor with ice built up.
DO I NEED TO TAKE ADAPTOR PLUGS?
Yes, accommodation supplies local plug sockets. This will require 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?
If you have a complaint or any problems during your holiday please contact The Best Villas Pollença, S.L by email or one of the support telephone numbers in your possession, please DO NOT inform the maids, technicians or owners any complaint or requests for all or any actions, as these may be accidently overseen or missed.
In the unfortunate event any situation/complaint during your holiday is unresolved and you wish to take the complaint further on your return, details of your complaint need to be received by us in writing within fourteen (14) days together with a copy of complaint informed in resort to The Best Villas Pollensa. We do not accept any complaints or responsibility after this date has passed, we will not consider any complaint that has not been reported to our Resort Office during your stay with us and has not allowed us to be in a position to action all or any matter.
Complaints requiring actions, if it is not possible to report the same day, report from 9.00am the next day to enable us to try and resolve any problem as it occurs. There is nothing we can do if you report your last day, at the airport, on your return home. Therefore, information will be taken only for the benefit of future clients. We are here to help and may well be able to solve the problem on the spot.
In case of EXTREME emergency outside office hours, please call our support mobile telephone number +34 605 98 84 72. If you are unable to make contact please refer to alternative numbers in your possession.
In the event an extreme problem occurs at the villa, cannot be solved and makes impossible your stay at the hired property, always subject to availability, The Best Villas Pollensa reserves the right to assess the gravity of the problem and decide if a villa change can be offered. Complaints regarding minor problems or disliking of the villa, the location, etc., will not be treated as serious problems and therefore, any villa change request will not be accepted.
Please note, The Best Villas Pollensa, in no circumstances, is committed to offer you a change of villa during your holidays. It is a gesture of goodwill in case The Company considers the problem you have is serious and make your stay at your booked villa impossible.
In the event The Client decides to leave the booked villa without previous notification to The Company, The Best Villas Pollensa will not be responsible and no compensation or refund will be given.
BREAKDOWNS
In case of technical problems (such as lack of water, central heating, A/C, etc.), we will send one of our maintenance technicians or authorized personnel, in order to ensure the problem is resolved. Please note that although you are able to reach The Best Villas Pollensa, S.L office during working hours or emergency support contact, it does not mean that we have a 24 hour service, we are a Private Villa accommodation being an “Independent style Holiday” that does not have facilities of 24 hour reception/maintenance service as provided by Hotel or Apart/Hotel style holidays. Therefore, we do ask you allow both flexibility and understanding on this area, as breakdowns can take place unforeseen as in ones own homes, it may result, we are not able to dispatch one of our maintenance technicians or authorized personnel immediately. We also may experience difficulties contacting owners who oversee the running of their villas on the technical maintenance to obtain actions. In some cases an additional technician may be required, which due to call out procedures may take up to seven (7) days before attendance to the North of the Island, which could result in one day a week attendance only, for which we cannot be held responsible. These problems that are not considered as emergencies will be solved as soon as possible, but may not be solved immediately the same day.
No compensation and/or refund will be offered in case the problem at your villa is out of our control, needs the assistance of an external expert technician and, therefore, takes more than one day to be solved. In these cases, it can take up to 7 days to be solved.