At The Best Villas Pollensa our aim is to provide you with the highest standard of service without intrusion on your privacy. We want to ensure that you have a thoroughly good holiday, therefore, if you have any queries or need our help during your stay, please do not hesitate to contact us.
IF YOU NEED OUR HELP
We are based locally in Pollensa (C/ Picapedrers, solar B11, Polígono Industrial Pollensa).
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
If you prefer to contact us by telephone, we can be reached on our Pollensa Office Direct Line: +0034 971 53 27 14 // In case of EXTREME emergencies, we can be reached at any time on our Emergency number: +0034 605 98 84 72.
WEBSITE ACCURACY
We always try to ensure that the content of The Best Villas Pollensa website is as accurate as possible, including photos taken in their natural state, and produced in good faith at all times, and not intended to mislead in anyway whatsoever. Should changes take place after the photos are taken, without our knowledge or awareness, we cannot be held responsible. Photos can be taken during summer or winter months which may result on arrival flowers or shrubs in the gardens may show different from the villa photos, garden fauna are seasonal which we cannot be held responsible. In event owners cut down any trees fauna or shrubs, or forced to cut large trees for whatever reason, that may show on original photo/s, if we are not informed of these changes, The Best Villas Pollensa cannot be held responsible. We will always endeavor to inform of all or any changes if pre-known or informed. If we become aware of any changes that may affect your holiday, we advise you at the time of booking. However, if changes take place after you have booked your villa, we undertake to inform you of any sudden unforeseen, if known to us, changes (which may materially affect your holiday) in writing, as soon as is reasonably possible prior to your departure.
THE GRADING OF YOUR VILLA
In order to assist you in your accommodation choice, all the villas have a different grading which include our Unique Villas, these are villas of a "difference" may have a tennis court, Jacuzzi, heated Jacuzzi, sauna, gym, extensive grounds, located on an estate, architectural designed. However, this difference does not mean or indicate UNIQUE VILLAS are of a superior or lesser quality or that all our other villas within our portfolio that are of excellence standards are of a lesser quality. Our Unique Villas offer something “different”.
We carefully select all the villas we include within our portfolio and website, each villa having its own personality and style, yet all reach the same criteria of expected standards.
YOUR VILLA
We are proud of the villas and houses included in The Best Villas Pollensa website. Therefore, we would like to assure you that we personally oversee each property, taking the utmost care with even the smallest of details, so that you, your family and friends can feel as if you are in a home away from home. To this end, we continually liaise with the property owners and regularly improve the furnishings and fittings (when and where appropriate.) Each of our villas is fully equipped with crockery, cutlery and utensils for the maximum number of people specified in the description. As standard equipment, all our villas have electric or gas (bottled) hobs, electric/gas (oven or cooker, fridge/freezer and washing machine, dishwasher, microwave. We provide bed linen and bath towels in all the villas. In addition, our villas have satellite TV (limited English channels) and DVD; sun beds and barbecues. Most of the villas also offer FREE air conditioning (specified in each villa description) and (FREE travel cots, high-chairs on request - max 2) each villa. We also provide a maid service – the service featured varies according to individual villa/size.
In each Villa as well as in the travel documents there is a QR with useful and interesting information about the villa itself and the local area. While we try to be as honest as possible in our website, please remember that the descriptions are simply our opinions.
HOW TO REACH THE PROPERTY YOU HAVE BOOKED
After confirmation/payment of the booking you will be sent (10-15 days before your arrival date) all the necessary directions to get to the property from Palma de Mallorca Airport and travel documents.
VILLA PRICE
All prices are per villa and week (not per person.)
Website prices are live and supersede/cancel all previous website prices. They are subject to fluctuation and may go up or down. The price you see on your day of booking is the holiday price payable.
The prices on our website are calculated using exchange rates quoted in the “Financial Times Guide to world currencies” each August in relation to Euro rate of exchange quoted. The Best Villas Pollensa reserves the right to change any prices without prior notification. Current prices can be viewed on our website: www.thebestvillaspollensa.com
The Client has the right to decide the payment currency before confirming the booking: Sterling Pounds or Euros (prices in € specified in our German Website www.mallorcaferienfinca.com). All the booking payments must be paid with the same chosen currency; it cannot be changed once the booking is confirmed and the deposit has already been paid.
PAYMENT METHOD:
-10% deposit non-refundable of the total rental price.
-The outstanding amount 90% must be paid 5 weeks before arrival date.
If the deposit and/or balance is not paid on time and any part of the holiday price remains unpaid by the due date, The Company reserves the right to treat the booking as cancelled. If the balance is not paid by the due date, The Company shall retain the deposit. Should The Client cancel the booking, the terms as per Booking Condition No.4 apply.
The Best Villas Pollensa offers its clients the possibility to choose among different payment methods:
- Credit Card (no charges)
- American express (3% commission)
- PayPal (3% commission)
- Bank Transfer (no charges)
Bank transfer charges (in case of reimbursement by The Company):
All or any transfers of monies regards reimbursements of any part of your holiday, please note all or any charges may incur Bank Charges accordingly at the time.
WHAT PRICE INCLUDES
The villa price includes one Group B car, 5 door. (only for bookings made directly with The Best Villas Pollensa, not included in bookings made via other booking portals)
Our villa prices include: electricity, central heating (2 hours in the morning and 2 hours in the afternoon, on request basis, always depending on weather, only if it is specified in each villa description), gas, water, maid service, pool maintenance, basic welcome hamper (except special villa offers). (Note. when you move from one villa to another, the Welcome Hamper will only be provided in the first villa). Welcome hampers and villa equipment including bed linen and bath towels may vary time to time. Free travel cots, high-chairs (max 2) each villa. The maid service which you receive is dependent upon the category rating of the villa for example:
* All accommodations will be FULLY cleaned and prepared on your arrival day.
* Bed linen and pool towels are changed weekly for two week stays only.
* Mid-week cleaning:
Less than 7 days bookings: no maid service is included.
1 mid week day or 2, depending on the villa (specified in each villa website “in facilities”). Day may vary (Except Saturdays, Sundays and Public Holidays or where indicated otherwise).
Include change of towels, bed making, cleaning of bathrooms, shower rooms and kitchens (does not include washing up.)
* Please NOTE: The price of our villas does not include the cost of transfers to your villa from the airport, holiday insurance, representative meet and greet at airport or visit on arrival to your villa, or any additional activities you wish to undertake during your holiday. If you would like us to help you to arrange your transfers or car hire please contact us and we will be happy to advise you.
REPRESENTATIVE SERVICES
We do not offer the services of a meet and greet representative at the airport, nor do we have representative visits to villas on clients’ arrival or during their stay, rather we have our Resort Office 6 days a week available to all guests.
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
VILLA SUITABILITY AND SAFETY
We do not claim that any villa is totally child friendly or safe yet, ultimately, care should always take place by parents and family especially around the pool area and supervision being given to children. Some villas are better suited than others for young or elderly.
Some villas receive better mobile phone reception than others, so we advise you to fully investigate options of suitability of the property before making your FINAL choice, which includes FINER DETAILS of preferences and important that are PRE-KNOWN to yourselves yet not to ourselves, to be requested and/or checked out with our Reservations staff during your booking, to save disappointments or misunderstandings on arrival to your chosen Villa. A small finer detail may make or break your holiday.
Many Villas have steps inside, no handrails upstairs, gardens may have slight drops or slopes, occasionally have low head heights, pools with infinity style design which drop offs sides or ends.
We do ask you speak to us direct to point out any requests, questions you may have of importance to yourselves, to allow us to guide and assist, if we do not know your pre-known preferences, unfortunately, we are not able to assist and, of course, we cannot be held responsible.
Clients with restricted mobility.
The majority of our villas-properties are not equipped to cater for the needs of all or any disabled guests as a result The Best Villas Pollensa is not a specialist provider of Villa accommodation for disabled, therefore, we do not claim that any Villa is wheelchair friendly that may cause disappointment or problems for users. However, as some of our properties may be suitable for clients with restricted mobility, our aim is always to give all reasonable assistance, guidance and information at all times of facilities of our villas. Therefore, it is vitally important that at the time of your contact/enquiry albeit verbally and-or written we are informed of your “special needs requirements”. By doing so it will assist us to ensure we can put forward recommended villas regards your enquiry most suited to your needs accordingly, and to assist with advices if your preferred chosen accommodation is suitable for your needs.
POOL, GARDEN AND GENERAL MAINTENANCE
All our properties are maintained to the highest standards by the villa owner and our staff – who have access to the properties. The gardens are maintained on a regular basis throughout the year, including mowing lawns. However, garden maintenance does not take place on “change-over” days, unless, by an owner. Swimming pools are normally checked, cleaned and maintained twice a week - (depending on weather conditions.) However, our maintenance personnel do not have fixed hours, so it is not possible for us to advise you of the exact day and time of each visit. Obviously, our personnel are all extremely discreet and will do their best not to intrude on your privacy. However, we ask for your co-operation when our staff visits, as it is imperative that we ensure all The Best Villas Pollensa villas are well maintained for our clients enjoyment throughout the year.
OCCUPYING VACATING YOUR PROPERTY
Guests are required to vacate their villa accommodation by 10am on the day of departure – this enables us to ensure that the villa is cleaned and serviced prior to the arrival of the incoming guests. Villas are available from 4pm on the day of arrival, this enables us to thoroughly clean and prepare the property before the incoming guests arrival. However, in most cases, if you let us know that you have an early arrival you may be able to leave your luggage at our office in Pollensa until the villa is ready for you to check-in. (Note. Any luggage left at a villa before and/or any accident that may occur at the property out of your contract entry/departure times 10am and 4pm respectively is at clients own risk and The Best Villas Pollensa cannot be held responsible for.)
EXTRA FOLDING CAMP BEDS
An extra camp bed can sometimes be added to the villa with the owner’s permission, max 2 per villa. There will be a weekly supplement charge of 70 pounds per item and week. However, only those people’s names on the booking form shall be allowed to occupy the accommodation and under no circumstances may the maximum number of persons agreed at the time of booking be exceeded without the prior permission from The Best Villas Pollensa.
HIGHCHAIRS AND TRAVEL COTS
If you require a travel cot or highchair, please request this at the time of booking in order to ensure it is available for you at the time of your arrival at the villa. Travel cots and highchairs are provided locally and may differ from the style you are used to at home. High chairs and travel cots are provided at no extra charge, max. 2 per villa.
PERSONAL HEALTH AND SAFETY
If you or any member of your party is an expectant mother or suffers from any serious medical condition, you must check with your doctor, prior to your departure, the advisability of travelling abroad. At The Best Villas Pollensa we take the safety of our customers very seriously and, therefore, we advise all our clients to be extra vigilant and ensure that your property is safe and taken care of. Theft lost property. In the event that you should lose any items of value while on your holiday, through theft or otherwise, you must immediately report the facts to the Guardia Civi 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. To assist you in the protection of your valuables the majority of The Best Villas Pollensa properties have safe deposit boxes. We strongly advise the use of this facility, particularly for cash, credit cards, jewelry, passports, cameras, if not, this may affect all or any claims within your Insurance Company, who normally enquire if items were placed in the safe.
CHILDREN SAFETY
As everyone knows, children are naturally curious, especially when they are away from home and on holiday – where there are a lot of things to be explored! Therefore, we ask you to please ensure that your children are not left unsupervised at any time during your holiday. Please be extra careful where there are balconies, swimming pools, steps and stairs, etc.
SUNBEDS AND LOUNGERS/ SUN UMBRELLAS
All the villas have sufficient sun beds for the maximum number of people listed on the signed booking form and who are entitled to stay at the property. Unfortunately, due to the many breakages which occur, the type supplied at your villa may differ from the ones shown on the website. We accept no responsibility for these changes. Owners are not obligated to supply sun umbrellas due to breakages. In the event a sun umbrella breaks during your stay, we are not in a position to obligate the owner to replace it.
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. 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.
WIFI
The strength of Wifi facilities is dependent finally on the actual location of each individual villa, villas closer to Telefonica Depot located at the cross road of Cala St. Vincent or town villas normally will receive more strength than countryside villas. In some cases villas more than approx.1.8 km from the main depot, may/may not experience more or less strength depending on their location, in some cases WiFi may not be available off and on during the day, if and when such situations arise, we cannot be held responsible and is beyond our control.
TOWELS
We supply one large and one small towel per person. Please note that the standard bath towels in Spain may prove smaller than those you are used to in your country.
POOL TOWELS
We supply pool towels at all villas. Towels supplied are only for the actual people noted on the booking form. Towels are only changed for two (2) week stays.
HAIRDRYERS
We supply hairdryers in all our Villas.
TABLE TENNIS
We supply table tennis at all our villas, however, please note these are not fully professional and are simply for friendly games purposes.
BBQ
We supply BBQ at all our villas which may prove to be freestanding, portable or built in covered or uncovered. Please note it is not owners or maids responsibilities to clean BBQ, therefore, we kindly ask our guests to leave them in a reasonable condition prior to your departure.
SWIMMING POOL WATER/COLOUR EFFECT/HEALTH
We wish to bring to your attention that chlorine is a natural bleaching agent, this combined with the fact, when a pool may be used more, especially so in warmer weather, and also when more sun creams and oils are required, this may-may not result in the requirement of more added chemicals to ensure swimming pool water safe to use, sometimes this may result in cloudy or murky water, normally it is still safe to swim. If you have any doubts, always contact us in such cases.
Not always, yet sometimes, this can produce various reactions to fabrics or colour dyes that may result in discoloration. Many items such as swimwear do bring warnings to this effect. Therefore, The Best Villas Pollensa cannot accept responsibility for any damage caused to client's property, clothing, whilst complying with our obligations to ensure your swimming pool remains safe to use.
Blond hair may-may not develop a tinge of green color. This reaction is not unnatural and has not to be assumed nor does this indicate or mean the chemical balance of water is incorrect, in anyway whatsoever. We suggest if you have blonde or dyed hair, please ensure you rinse your hair thoroughly in fresh water after using the pool. The Best Villas Pollensa cannot be held responsible for any change to hair color.
During your stay, we wish to bring awareness use of the pool, especially water in ears, which may-may not result or cause an ear infection, and more so with children generally as well as adults. However, this has not to be assumed and/or not necessarily mean the pools level of chlorine is not correct. The fact that pools may turn cloudy for example, often as a result of excessive use and use of more sun creams into the pool, however, normally this will not cause ear infection as the level of chlorine is always maintained to its correct level. We also strongly suggest behavioral pre-caution prevention ensure you use say cap or ear covers or plugs, also dry ears well after you leave the pool in case of any water interior that may- may not lead to infection (not a cotton tip swab or anything that may penetrate ear canal. If one experiences ear infection) it is always best to have it checked out sooner rather than later, and whether you attend a chemist or the doctor, remember, to inform them all the facts, as it may be you have swam in the sea as well as the pool, to allow them as much information as possible, many ear infections are caused by or contributed during a holiday by swimming in the sea, it is not always to be assumed that the infection is due to a pool whether crystal clear or cloudy, the sea can also cause ear infections depending on the individual. Therefore, The Best Villas Pollensa cannot be held responsible.
Note. Whether an owner or a technician is overseeing the cleaning of your pool, particularly, in your presence, which may include placing chlorine during the clean, we suggest if you’re aware new chlorine has been added, you allow the chlorine to work and take action, before immediately jumping in the pool after cleaning and chlorine placed.
SWIMMING POOL SAFETY FENCES
A pool fence (whether it proves to be optional manually erected fence or permanent) is not to be classified as a substitute for SUPERVISION and at all times parents are ultimately responsible to supervise children around the pool at all times, this includes unfenced pools. It may result for an unsupervised child to lift a manual placed fence out of ground, move supports or push a fence over or perhaps pull apart in some way. Please be aware that pool semi permanent fences are designed and installed with sole aim to try and stop children, babies and-or toddlers from wandering into an unprotected pool area. The locking system on pool gates should be adhered to at all times. Parents, no matter what styles of fences are, are responsible to supervise their children around the pool area.
SWIMMING POOL HEATING
Some of the pools within our villa portfolio offer the facility of indoor heated pools. Where our villas have this facility, most indoor pools have a cover; we do ask you ensure you use it, as it will significantly increase the general temperature of the water.
In the event of any breakdown or malfunctions, we will do our utmost and endeavor to rectify all or any problems as soon as possible. In event of delays or other, due to the fact that the assistance of an external company is needed and/or some piece needs to be replaced, The Best Villas Pollensa cannot be held responsible and are situations beyond our control.
Pool Heating is normally not required during months of July and August as a general ruling.
CAR HIRE
Bookings made directly with The Best Villas Pollensa includes within the price of your Villa accommodation ONE inclusive Group B Opel Corsa or similar - 5 door - A/C car.
For full details about car hire, please click HERE
INSECT/ ANIMALS
Mosquitoes, ants and other insects are endemic in warmer climates, particularly in country areas. Ant powders are a good repellent, but it helps to ensure you keep crumbs to a minimum. Mosquitoes can also be kept at bay by a good repellent – you will find a variety of repellents can be purchased at chemists and supermarkets. Many properties which we rent are surrounded by gardens and countryside. Therefore, field mice and other rodents are common, along with local farm animals. You will find that local dogs and cats sometimes roam unattended and may cause disturbance. Unfortunately, this type of aggravation is unavoidable. Therefore, we ask for your patience understanding should it occur during your holiday, the same can happen in the countryside back in your own home country.
SPECIAL REQUESTS
We will do our utmost to try and meet any special requests that you may have, however these cannot be guaranteed. Any request should be mentioned at the time of your booking.
ELECTRICITY
Electricity supplies can at times be erratic, especially in peak season. Electricity cuts, although rarely last more than a few hours, as such all or any inconveniences caused are not usually acute. (Note. It is not always possible to use 2 or 3 electrical appliances at the same time due to voltage supplied on the Island generally.) A kettle and washing machine can blow out the electricity; kettle and hairdryer, A/C units and dishwasher also. Please cut down items when in use to save loss of electricity, and its suggestible put on the dishwasher and or the washing machine when you go to bed this also assists.
BEHAVIOUR
In event that you or any member of your party behaves in a way to cause distress, injury, annoyance to others, damage the property or does not respect or conform to local laws and customs, we reserve the right to terminate your holiday forthwith. In such an event, we will have no further liability or financial responsibility to you and you will have to meet any costs or expenses incurred as a result of your behavior.
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 everyone’s preferences. 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 personal satisfaction or expectancy, unfortunately, we cannot be held responsible for any disappointment regards bed mattress supplied at the property.
AIRCRAFT NOISE
In certain resorts, it is not uncommon to experience aircraft noise. This may be more noticeable during peak season due to increase of flights, this is beyond our control.
NOISE AND ACTIVITY
Accommodation in residential or rural areas is likely to be quieter than properties-villas located in the heart of the resort town. Residential and town villas it can be anticipated some surrounding noises exist, whether it is passing vehicles, pedestrian traffic, residents, or from a nearby property. In both resort towns and residential it may prove during summer months local fiestas take place which may include music concerts or special fiestas within these zones, if we are advised and known to ourselves, we shall always pre-advise. Villas and properties in the country, sounds such as animals and birds, sheep with bells, cockerels, and other are not uncommon. Town and outskirts of town villas along with residential Villas - Noise levels can increase during peak season.
BEACHES
Where we advertise approximate distances to the beach, please remember that beaches may not always be sandy, but may be of rocky or local stone or mix of both. We cannot be held responsible for crowded beaches, especially during peak season.
POOL SIZES
We describe our pool sizes as accurately as possible, keep in mind, many of the sizes we rely are informed by the owners. Dimensions provided are "approximate" only.
TRACKS OR APPROACH ROADS
Some of our properties may be approached by rough or uneven roads or tracks leading up to them. Some approach roads also may prove to be steep. If you are particularly concerned about driving on unmade roads, please check with us regarding access and suitability of access.
RUBBISH
You will be required to take your rubbish on a daily basis to a nearby collection point. Please do assist by doing this it not only reduces risk of unpleasant smells yet removes risk of insect infestation. Bottles must be disposed of separately. It is not the owners or maids responsibility to disperse of your daily rubbish.
WCs
At the beginning of the season we ask all owners to ensure they have arranged cleaning of property septic tanks. These tanks are supplied at many of our properties, and differ from mains drainage. Septic Tank system has narrow pipe-work. We strongly suggest that nothing other than toilet paper should be placed down in any WC. In the event of blockages caused by other items placed down WCs this not only proves expensive to clear yet may cause inconveniences to yourselves as spillage may result, in such cases, this is beyond our control and we cannot be held responsible.
BATHROOMS
Bathrooms vary. Where we describe as "Shower Room" refers to shower only WC and wash basin. "Complete Bathroom" refers to separate bath with shower over bath and/or bath with separate shower recess, WC and wash basin.
TWO VILLA ROLL-OVER HOLIDAY
If you are staying in one villa for the first week of your stay and rolling-over to another villa for your second week, check-out time first villa (10am), check-in time second villa (4pm). We try to arrange the roll-over as smooth as possible for you asking maids and owners to give priority cleans (if possible).
(Note The Complimentary food pack is NOT supplied at the second change over villa accommodation – only on ARRIVAL to your FIRST accommodation.)
VILLA SECURITY
In order to help protect your valuables all our villas offer safety deposit box. Please do place all valuable in your box if your villa supplies this facility. If not, place items in your cases and lock the case, do not leave cameras, monies and others on kitchen tables, or bench tops in eye view through windows, ensure, when using the pool or garden area at your property, keep the front door and windows locked to deter any opportunist thief. When you depart your villa ensure you lock all windows, shutters and doors, as you would in your own home. Do not worry as break-ins are very rare in the resorts, yet on odd occasion may occur, but please heed to our advices.
BREAKDOWNS / COMPLAINTS
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.
TELEPHONES
Unless otherwise stated, telephones are not provided in our properties. Therefore, we highly recommend that clients take mobile phones with them in case of emergencies. (Note in some areas there may be limited services especially in mountain zones.)
PETS
As a normal ruling, pets are not permitted in any of our properties, however, some owners are agreeable to allow pets in some villas. Please inform us at the time of your booking as we may be in a position to approach some owners to ask they give consideration allowing pets in their properties. This cannot be guaranteed; however, our aim is always to enquiry and ask.