FAQS:

HOW TO MAKE A RESERVATION?

Once you've decided to rent one of our accommodations with us, select your desired dates on the calendar and send us a booking request.

We'll then send you an email with the necessary information to begin the booking process and reserve your dates.

Important: Please note that the dates you request will be reserved to guarantee availability.

If we don't hear from you within two days, the dates will be released and the pre-reservation canceled.

Once we receive all the information, we'll send you the rental agreement shortly.

If you have any questions, you can contact us by email, phone, or WhatsApp.

WHAT IS YOUR CANCELLATION POLICY?

Reservation Cancellation Fees:

Cancellation by the Renter:

If you need to cancel a reservation before the start of the rental period, you must notify us of your decision immediately. Cancellations must be made in writing by sending an email to [email protected]. We do not accept cancellations by post due to the slow processing time, nor by phone.

Any cancellation will be subject to the following conditions:

- If you cancel more than 8 weeks before arrival: loss of 30% of the total rental amount.

- If you cancel 8 weeks or less before arrival: loss of 100% of the total rental amount.

We recommend that our clients purchase travel insurance at the time of booking to protect themselves in case it becomes necessary to cancel their vacation. Please note that we use this payment to quickly relist the house at a reduced or last-minute price.

IS POOL CLEANING INCLUDED?

Pool cleaning and maintenance are included in the villa price and will be carried out weekly by our staff.

The maintenance staff always has access to the exterior of the house to perform their maintenance tasks, pool or gardens during the day.

DO ALL ACCOMMODATIONS HAVE INTERNET?

Almost all our accommodations have Wi-Fi internet access.

You will find this service indicated in the accommodation description.

The speed depends on the location of the property and the number of people connected to the network in the area. If the house does not have a connection, we cannot do anything to resolve it (it depends on many factors such as coverage problems or location).

ARE THE ACCOMMODATIONS EQUIPPED?

Before the start of the rental season, we conduct an inventory with the owners to ensure that the accommodations are fully equipped for a wonderful holiday. However, if during your stay you need something that isn't in the house, please don't hesitate to let us know and we will try to help.

On each of our property listings, you will find all the necessary information, such as the number of beds, number of bathrooms, etc.

All our accommodations have a fully equipped kitchen with all the utensils you need for your holiday.

Upon arrival, you will find a welcome kit; the details are important to us.

For more specific questions, please do not hesitate to contact us.

PROBLEMS DURING YOUR STAY: WHO TO CONTACT?

Upon arrival we will provide you with a folder containing:

All the information about the villa and our contact numbers.

We thoroughly inspect the accommodations to ensure everything is in perfect condition upon your arrival.

We are a small, family-run agency, and we value attention to detail and providing high-quality service.

Unfortunately, unforeseen problems can sometimes arise.

Please notify us immediately of any damage or problems with the accommodation upon arrival or during your stay, within 24 hours, so we can address them as quickly as possible. Reports of damage must be made in writing (email or SMS).

ARE SHEETS AND TOWELS INCLUDED?

Bed linen is included in all our accommodations.

Only towels are not included in some accommodations; please ask us without obligation. In that case, they have an additional cost and are always optional (towel set: €10/person).

If you would like towels or any of our other extra services during your stay, please let us know during the booking process or before your arrival so we can have them ready for you.

For further information, please do not hesitate to contact us.

INFO CHECK-IN / CHECK-OUT

CHECK-IN / CHECK-OUT INFORMATION

We have check-in and check-out times to ensure our accommodations are ready to receive our guests.

Check-in: between 4 PM and 8 PM.

Check-out: before 10 AM.

For arrivals outside of these hours (check-in will not be available after midnight), please contact us to arrange a time.

We need to be informed of this change in hours approximately 15 days prior to your arrival; otherwise, it will not be possible to arrange it.

(This service may incur an additional cost).

Check-in will take place at our offices in Cala Canyelles.

Our services are characterized by personalized and direct service to our guests.

Upon arrival, we will provide you with all the information you need for an amazing vacation.

For some reservations, check-in may be done via a self-service access system with a key box, allowing our guests to go directly to the accommodation without waiting or additional travel.

If this option is available, we will inform you in advance and send you all the necessary instructions for easy and convenient access.

Due to the large amount of work we have on Saturdays during peak season, mainly the months of June, July and August (we only have 6 hours to clean, prepare and check in detail before the arrival of the next guests), it is not possible to do Check-in before 4pm or Check-out after 10am, but do not hesitate to ask us if we might be able to accommodate you..

The property you have rented will be cleaned, inspected, and prepared on the day of your arrival. We hire professional cleaning companies and maintain a high standard of cleanliness. On the day of departure, the property must be returned in the same condition as upon arrival (kitchen tidy, dishwasher empty or running, trash out, barbecue cleaned, etc.). In cases where the property is returned in poor condition, a penalty will be deducted from the security deposit.

GROUP INFORMATION

For youth groups, the person making the reservation must be at least 18 years old.

This person must be present throughout the entire stay.

The rest of the group must be at least 17 years old. Those under 18 years of age and their parents or legal guardians must complete all necessary documents to demonstrate their authorization for the trip.

Please note that for youth groups, the refundable security deposit may be higher.

DOCUMENTS REQUIRED FOR CHECK-IN

To complete the check-in process, you must bring your booking confirmation, which we will send you by email once we receive the signed contract and confirm payment.

You will also need to present your ID card or passport for identification.

The reservation holder must be present during check-in.

During check-in, you will sign the rules required by the current Tourist Accommodation Regulations in Lloret de Mar (rules of respect and coexistence with neighbors). We will inform you of all the conditions in detail.

WHAT IS THE TOURIST TAX?

The tourist tax is a tax levied by the Government of Catalonia. It applies to all visitors staying overnight in Catalonia for up to 7 days.

Children under 16 years of age are exempt from this tax.

The amount of 1,75 € per night will be payable upon arrival during check-in. This amount will be indicated on your booking confirmation, which you will receive after making your reservation.

TAX CAN I BRING MY PET?

Pets are welcome, but unfortunately, not all accommodations accept them.

Please note that pets are not allowed in any of our accommodations without prior authorization. Request this, and we will include it in the rental agreement.

Failure to inform us of your pet's status may result in cancellation of your reservation and immediate eviction.

To better control potential damage, we do not allow pets to be left unattended in the accommodations (indoors or outdoors).

MAXIMUM CAPACITY OF VILLAS AND APARTMENTS

All our accommodations have a maximum number of people which must not be exceeded.

Please do not hesitate to contact us if your group is larger than the maximum allowed in the house; we will find a solution.

The rental agreement specifies the number of people authorized to stay in the property.

Please be advised that if we receive or detect over-occupancy, you will incur significant penalties, including a deduction from your security deposit, as well as immediate eviction without the possibility of a refund of the remaining rental amount.

DO YOU OFFER SERVICES FOR CHILDREN?

For the convenience of families, we offer cribs (foldable, travel cribs) and high chairs for rent.

Crib: 35€/stay

High chair: 25€/stay

These will be available upon arrival at the accommodation.

We have a limited number available, so please book well in advance to ensure availability.

SECURITY DEPOSITS FOR VILLAS AND APARTMENTS

A security deposit is required for all our accommodations.

The deposit amount may vary depending on the type of villa or apartment you rent.

Information regarding the security deposit and the required amount is available on each property's listing.

The deposit will be held on your bank card upon arrival.

Security deposits will be refunded within a maximum of 7 days after your departure and after verifying that the accommodation is in the same condition as when you arrived.

Upon arrival, we will provide you with instructions on how to leave the accommodation (no trash allowed in the house, kitchen must be tidy, barbecue must be clean, etc.).

If you find any damage upon arrival, please notify us immediately.

Claims will be accepted within 24 hours of check-in, notified via WhatsApp, SMS, or email (you will always receive confirmation from us that we have received your notification).

In this case, we will resolve them as quickly as possible.

DO YOU OFFER EXTRA SERVICES DURING OUR STAY?

We offer several options to help you make the most of your vacation, such as a private chef, water sports, and more.

Please let us know what you need, and we'll take care of everything for you.

We have extra cleaning service during your stay.

Feel free to visit Experiences for more information.

ONCE WE MAKE THE RESERVATION PAYMENT, WILL WE RECEIVE ANY CONFIRMATION?

After completing the reservation process and formalizing the contract along with the rental payment, we will send you a reservation confirmation by email.

This document will contain all the information for upcoming payments and information for your arrival day at our offices.