The following information will help you find out about all aspects of your Individual Villa Collection holiday, from services within the accommodation to passports and visas. Should you require any further information regarding any of the matters below, or other queries you may have about your holiday, please do not hesitate to contact our Travel Advisers.
The style and standard of our properties will inevitably differ across resorts and destinations, ranging from individually owned properties furnished to the owner’s taste to purpose built holiday homes and resorts. We endeavour to give an accurate description of each property and the facilities available, together with interior and exterior photographs. Where more than one property type is available and a generic description is provided, for example in Florida or on a Leisure Resort, the description and photographs may not be of the specific accommodation that will be allocated to you. The accommodation may vary in design and layout, including the bedroom configuration, number of storey’s the accommodation is set over, style of furnishings and layout of exterior garden and terrace area, but will be of equal standard. Please note that in some properties it is not always possible for the furnishings within the lounge/dining area or villa exterior/pool area to accommodate all occupants at any one time, due to space or design restrictions. The properties featured operate to their own country's safety standards and regulations which may not be of the same level that we enjoy in the UK or ROI and may often be lower. Accommodation is classified as Car Essential, Car Advised or Car Optional.
Car Essential – you will require a car to reach supermarkets, restaurants and other amenities.
Car Advised – there are a few amenities within walking distance, although some amenities will require a car to get to.
Car Optional – the property is within walking distance of supermarkets or minimarkets, shops, restaurants and other amenities.
Pre-arrival cleaning, water, electricity and gas consumption are included within the property's rental cost unless otherwise stated within the accommodation description. Unfortunately many resorts can suffer from water or electricity shortages and supplies can be cut off without notice for varying periods of time. In addition, you may find that the electricity may trip if too many appliances are used at the same time. We ask for your patience and co-operation in such instances, as you will appreciate these situations are out of our control. For more details on cleaning services during your stay, please see Maid service and Cleaning.
Where additional services / facilities are advertised, such as chef, nanny, butler, chauffeur, masseuse, beautician, hairdresser and personal trainer, these are all subject to availability, additional charges and are upon request. Please contact our Travel Advisers for further information. The local supplier / agent is responsible for the quality and provision of these facilities, services and staff.
When accommodation is equipped with air conditioning, this will be detailed accordingly in the villa description by listing the rooms the facility is available in. It will also be stated if there are set operation hours or set temperatures and if the cost is included in the rental or payable locally. It may be that only cool air is provided from air conditioning units. The majority of our properties are not equipped with any form of heating facilities, however where available, there may be a charge locally to use this facility. Fireplaces located within a property are for decorative purposes only and are not to be used.
Airport taxes and visas
Turkey: All visitors must purchase a visa either by using the e-visa process to apply online prior to travel (cost of e-visa is US $20) or on entry into Turkey (the visa charge at the border is £10, only English £10 or £20 notes must be used but no change is given).
Egypt: All arrivals in to Hurghada will have to pay for an entry visa. Payment can be made in Sterling, US Dollars or Euros. From 1 May 2014 the visa fee will be approximately £25. All arrivals in Sharm el Sheik for up to 15 days receive a free entry permission stamp upon arrival. If you intend to travel out of this area or stay longer than 15 days, you must get a visa. For further information please view the following website - www.egyptianconsulate.co.uk
Morocco: a tourist tax of 16.80 Moroccan Dirhams per person, per day is applicable. The tax will be collected by our local agent during your stay. (Amounts are correct at time of going to print).
France: A tourist tax of approximately €1.60 per person, per day, is applicable for some French resorts. The tax will be collected by our local agent during your stay. (Amounts are correct at time of going to print).
Assistance in resort & reporting of problems
You have chosen a private villa holiday and we intend to respect your privacy. However, should you require assistance in any way; someone will be close at hand. In many areas we have a Resort Manager and/or Representative(s). If you choose to take advantage of a representative visit, a member of our team will visit you once during your stay, unless you arrive on a day other than the main changeover day for your property. Should you need anything; a Representative will be available 7 days a week. You must report any problems affecting your holiday to our resort staff, so that we are allowed the opportunity to take remedial action and help you enjoy the rest of your holiday. In destinations where no representative visit is available, or if you decline this service, please check your travel documents where local contact numbers can be found should you need assistance (see also clause 25 & 26 in our booking conditions).
Building work and noise are unavoidable as the demand for new accommodation increases and there is always a possibility of building work or construction work in the area of your accommodation, which may be carried out by local authorities or private developers. Many of our properties are also situated in residential areas and refurbishment work may begin on a neighbouring property over which we have no control and in most cases, we are not given prior notice. If the work may reasonably be considered to seriously impair the enjoyment of your travel arrangements, we will offer you the opportunity to transfer to alternative travel arrangements prior to your departure.
Generally, cars are collected at the airport on arrival and returned at the end of your holiday. The car hire prices quoted generally include unlimited mileage, S.C.D.W – Super Collision Damage Waiver (Zero Excess) and all taxes. S.C.D.W does not cover damage to tyres, wheels, sump, clutch, the underside of the car and glass. Some car rental companies may offer additional insurance cover which is optional and payable locally and subject to local tax. The lead driver will be required to provide a credit card in their name to cover any petrol supplied and to cover any excess on the car insurance. All car rentals are based on a 24-hour period from the time that you collect your car, any late return will be charged locally. Please check carefully that your rental period coincides with your requirements and flight times. A charge may also be incurred for late night collections depending on the car hire company's office hours. For your own safety and convenience we recommend you book a larger car rather than a smaller car for your holiday to allow for luggage space. Depending on the number of passengers and luggage in your party, additional transport may be required to transfer to and from the airport. All clients intending to drive will need to produce a full British driving licence which has been held for at least one year, however certain locations/car types require a minimum two years. All designated drivers must take their licences with them. If you hold a photocard licence you will require the accompanying paper documentation. Photocopies will not be accepted. Some car hire companies may also impose a local charge for additional/ young drivers (under 25 years old). Child seats can be fitted to the majority of hire cars that we offer and must be requested at the time of booking (please indicate the age of your child at this time), and are payable locally. All car categories are subject to availability. In the event of a specific car type not being provided by the car hire company an alternative vehicle may be offered. Car rental companies will offer products/ extras at the counter when collecting the rental vehicle, these products/ extras are 'optional' and paid directly to the car rental company.
As we know, children are naturally curious, especially when on holiday where there are lots of areas and things to be explored. Please ensure that children are not left unsupervised at any time during your holiday and take extra care with swimming pools, balconies, roads, unfenced areas, etc, as it is likely the accommodation will not have the same child precautions as you are accustomed to in your own home. Parents are responsible for the actions of their children at all times.
Early/Late season and Public Holidays
Most holiday resorts have limited facilities available at the beginning and end of season (typically March, April and from October) plus Public Holidays. We strongly recommend that you make further checks if you are planning to stay during these periods. Car hire is also recommended during these times, even in Car Optional properties.
From time to time unforeseen circumstances such as bad weather or mechanical failure can cause delays. We would also like to advise our clients that under EU law, flight suppliers are able to change timings. For more details please refer to clause 16 of our booking conditions. Infants under 2 years are able to sit on the adult's lap for a nominal fee but a seat can be booked at normal rates for children over 2 years. The carriage of excess luggage, golf clubs and other sports equipment, will be charged for at the discretion of the airline. Seats may be pre-booked with certain airlines for a nominal fee prior to departure. 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. Seat numbers are never guaranteed and are subject to operational changes. You must report any damage or loss to your luggage immediately to the airline. All passengers are required to provide Advance Passenger Information (API) in advance of travel, please see Passport and Visa section for more information.
Local festivals take place throughout the year in many of our resort destinations. Some shops, supermarkets and other amenities may be closed during this period and there may be additional late night noise.
Ferries & Eurotunnel
Government regulations require us to provide ferry companies with more detailed information about passengers. This includes surname, initial, gender, age (or age category) and details of any infirmity. The type of details required may vary according to the ferry operator. Please be aware that vehicles powered by LPG and dual powered vehicles cannot be accepted for transport on Eurotunnel.
We sell gift cards which can be redeemed towards the purchase of an Individual Villa Collection holiday. Cards can be purchased by calling 0800 096 3439 and are available in.any denomination between £1 and £9999. Terms and Conditions do apply; details can be found on our website and are available on request.
Heated pools are only available when stated in the relevant accommodation description and will be at an additional cost unless otherwise stated. Where charges apply, this may be payable locally or on your booking invoice. If payable pre-departure, please request this facility no later than 7 days prior to your departure, so payment can be taken and the facility turned on in time for your arrival. Where operation is during the winter months, this is from 1 Nov until 30 Apr and exclusions/rental restrictions may apply in July/August. Most heated pools are electrically heated and may take up to four days to heat, providing the pool with beneficial warming, but not making the water hot. The temperature of the pool will also depend on the weather conditions, especially if it is solar heated, and therefore we cannot guarantee your pool will be heated to a personally comfortable temperature. If a pool cover is available, it must be used when the pool is not in use, or overnight to maintain the pool temperature. Please ensure that care and attention is taken when using this facility. With regard to the accommodation 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. If your villa does not have pool heating then the temperature of the water will be subject to weather conditions and overnight drops in temperature, and the water may feel cold to swim in.
If you require a cot or highchair please request it at the time of booking in order that we can ensure it is at the property on your arrival. Cots are provided locally and will differ from those you may use at home, and in some resorts a travel cot will be supplied. Please note that for hygiene reasons they are supplied without cot linen, which you should take with you.
Please take extra care with children if your pool is described as an 'infinity'. This style of pool will have an open drop from the pool edge.
Mosquitoes, ants, cockroaches, wasps and other insects are common in warmer climates, particularly in the country areas. Ant powders are a good repellent but it also helps to keep crumbs to a minimum and regularly remove rubbish from your property to keep them under control. Mosquitoes can be kept at bay by a good repellent, which can be purchased in either the UK and ROI or local chemists and supermarkets. Many of our properties are surrounded by gardens and countryside and field mice and other rodents, native reptiles and arachnids are also common, along with local farm animals. Local dogs and cats sometimes roam around unattended or are kept in kennels or on land surrounding your property and may cause a disturbance. We would ask that you do not encourage stray animals by feeding them. All these types of aggravations, together with late night noise are unfortunately unavoidable in the environment our properties are situated. We therefore ask for your patience and understanding should they occur. Please note in accordance with the requirements of the property owners we are unable to allow pets in any of the accommodation featured within our brochure or website.
Internet access and Wi-Fi
Internet access and Wi-Fi is available when stated in the relevant accommodation description. A charge may be payable locally or pre-departure. Please note there may be restrictions with the availability and speed of the service transmitted by the local provider and technical issues may cause temporary withdrawal of internet facilities. We are unable to accept responsibility for any down time or consequences of using this service and refund/compensation cannot be offered due to circumstances beyond our control.
Kitchens include hob, oven/micro oven, fridge/fridge freezer, basic cooking utensils, iron, ironing board, cutlery and crockery, with the exception of our properties in France which do not include irons or ironing boards. Some properties have additional facilities, these will be indicated in the property description where available. Please note cleaning products or materials are not generally provided .and condiments or leftover food supplies are usually removed for hygiene reasons. Although our properties are checked regularly, crockery, cutlery and other equipment may become damaged through regular use or removed. Please report any damaged or missing items to our resort staff so that we have the opportunity to repair or replace the item.
Local attractions / activities / excursions
All local attractions referred to are independent and provided by third party suppliers and not Individual Villa Collection
Please ensure all personal possessions are packed when departing your accommodation. Whilst we will endeavour to assist when items are left, unfortunately we are unable to guarantee the return of any items which have been left unattended and will not be liable for any items lost or damaged in transit. Postage, packaging and handling fees may be applied for the return of lost property.
Maid service & Cleaning
Maid service will vary at each individual property and can consist of preparation only with linen and towels on arrival with no further visit, to five days per week with daily towel change and weekly linen change. The time of their visit and hours worked may vary and their duties when visiting mid stay may only include towels being changed, with no cleaning taking place. Maids are not responsible for laundry or washing up and we ask that you keep the property tidy and leave it as you would expect to find it. For properties in France, please note that cleaning, bed linen and towels are not included (except where specified) and you will have to clean the property yourself before departure or incur an end of stay cleaning charge in resort. If your property has a barbecue, please ensure you leave it in a clean condition, as no maid service is included in the upkeep of this facility. Please note that beach/pool towels are not supplied and these should be taken with you unless otherwise stated. We kindly ask all guests not to use the bath towels supplied at the property for the beach or around the pool.
In certain resorts, in particular those closest to the airport, it is not uncommon to experience aircraft noise. In addition, noise may be heard from roads, wildlife and other accommodation types, especially if your accommodation is located near to a busy holiday resort. This may be more noticeable during peak season due to the increase of flights and tourists.
Occupying/vacating your property
The majority of our properties can be occupied from 4pm onwards. In order that our properties are adequately prepared for new arrivals, we must ask you to vacate the property by 10am on the day of your departure. When making your travel arrangements, please take the occupation and vacation times into consideration. Our Travel Advisers will be able to advise you of suitable flight timings in order to avoid unnecessary hours either waiting to enter your property or after leaving your accommodation. We highly recommend that those visitors arriving at night take a torch.
Passports and visas
It is your responsibility to ensure you have a valid passport and visa (if applicable). The information given here is a guide only for British citizens whose passports were issued within the UK. Clients should check with the passport office if in any doubt. Anyone who is not a British citizen (this includes citizens of British overseas territories, citizens who hold their citizenship by virtue of a connection with Gibraltar, British subjects who have a right of abode and EU and other nationals) should consult the embassy of the country of destination and the Home Office immigration department to check whether they require any special documentation for the countries they are visiting, or for return to the UK. Passport reminder: only full ten-year passports with a recommended six months validity on your return travel date are valid for travel overseas and children now require their own passports. If you need to obtain a new passport, this will normally take three weeks by post. Should you require further information please contact the passport office on 0300 2220000 or visit their website at www.ukpa.gov.uk
You may be denied boarding or refused entry to the US if you have not registered and obtained authorisation using ESTA. To apply for this new travel authorisation, please visit www.cbp.gov
. It is very important that you complete your ESTA application using the exact address as displayed on your final travel documentation.
The US Customs and Border Protection department began charging $14 per application for an ESTA on 8 September 2010. All payments must be made by credit card. We recommend that you carry your ESTA approval with you when you travel. It is important the information submitted to the airlines as part of ESTA is the same as the information you have submitted under APIS, as any differences may delay or prevent your entry to the USA. For full advice on travel to the US and visa entry requirements, please visit the US embassy website www.usembassy.org.uk
, or telephone 0904 2450100. Please note this information is for British citizen passport holders only, you should contact the US embassy if you hold any other type of passport.
Personal health and safety
If you or any member of your party is an expectant mother or suffers from any pre-existing medical condition, you must check with your doctor about the advisability of travelling abroad and where required, carry a fit to fly certificate valid for the duration of your holiday dates. You must also inform Individual Villa Collection prior to booking. Acting reasonably, we reserve the right to refuse a booking in these circumstances. The European Health Insurance Card (EHIC) is valid in all European Economic Area (EEA) countries and allows you state healthcare at a reduced cost or for free. The EHIC is not an alternative to travel insurance, but it is important to have both an EHIC and valid private travel insurance policy.
We take the safety of our customers very seriously, unfortunately crimes against people and property are a fact of life throughout the world and you have the same responsibility for your personal safety as you do at home. We therefore advise all customers to be extra vigilant and ensure that great care is taken of your property and personal safety. You must ensure all the windows, shutters and doors are locked at night and where available, set the security device, in addition to when you are away from the property. Adequate travel insurance is essential to cover your personal belongings – there are usually limitations placed on money and valuables so check your policy carefully. In the event that you should lose any items of value whilst on holiday through theft or otherwise, you must report the facts immediately to the local police 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.
Pools, garden and general maintenance
All our properties are maintained by the staff who have access to the pool/garden area. Gardens have to be maintained on a regular basis and it is simply not possible for this to be carried out on 'change-over' days. When a lawn area is featured, this will be detailed in the accommodation description. With regard to pool maintenance, pools are normally checked and cleaned twice a week and this is normally carried out very early in the morning to avoid disruption to our customers. However, neither pool nor garden personnel have fixed hours, so it is not possible for us to advise you of the exact date or time of their visit. We ask for your cooperation when our staff visit, as it is imperative to keep the properties well maintained for our clients' enjoyment throughout the year. It is also not uncommon for the maintenance staff/maid/owner to live within a property's boundary.
Roof terraces may be gated and access denied if deemed unsuitable for use. If there is access to the roof terrace at your property, please take caution and supervise children at all times.
Safety deposit boxes
Please note that safes are not provided in all properties and should you require a property with this facility please ask our Travel Advisers at the time of booking. You must use the safe to place your valuables if one is available.
Satellite navigation systems
Although satellite navigation systems are useful in locating places of interest during your holiday, please use the directions provided in your travel information pack when travelling to your specific villa, to avoid any difficulties.
Satellite TV/video/DVD/games consoles
If the written description for a property indicates Satellite television you can expect to receive at least one free to air English language channel, which maybe a news channel. Subscription channels, including Sky and Free Sat are not available unless stated in the property description. A number of our properties are equipped with standard televisions which will only receive local foreign language channels. We cannot guarantee the suitability of channels received and would recommend you use the same care and supervision with children as you would do at home. If a villa is equipped with a DVD, video or games console, you will need to provide your own DVDs/games.
We request that guests refrain from smoking within the villa or accommodation and ask that cigarette stubs and ash are disposed of carefully away from the villa grounds.
More and more people are travelling abroad every year. This brings many positive benefits to everyone involved, but there is also growing concern about the negative impacts on the environment and culture of holiday destinations. We recognise the vital role the holiday industry has to play in sustaining and improving the environment, for many generations to come. Our brochures are made from paper which has chain of custody certification, and ensures all wood is from sustainable, managed forestation.
Unless otherwise stated, telephones are not provided in our properties, or in Leisure Resorts may be for internal resort calls only. Therefore we recommend that, if possible, customers take mobile phones in case of an emergency.
Calls may be recorded for training and quality control purposes.
Please note, transfers are not included in the cost of our holidays. However certain destinations can provide this service at an additional cost. You will be transferred to your accommodation from the airport upon arrival. The accommodation occupation time is strictly 4pm. Arrivals prior to this time must wait until 4pm to gain entry. Accommodation must be vacated at 10am on the day of departure. If a return transfer has been arranged and your flight time is in the afternoon or evening you will be collected at 10am from the accommodation and transferred to the airport at this time. Transfers are usually either by taxi or minibus. Child seats, where available, must be pre-booked prior to departure. In some of our Greek destinations it is necessary to transfer to and from the airport by hydrofoil, private boat transfer or ferry. A waiting time can be expected due to the schedules of ferries, private boat transfers and hydrofoils. These timings are often not finalised until the season has started and then can be subject to change or delay for a variety of reasons, including the arrival of incoming flights, port delays and stops en-route. In certain circumstances, including passenger numbers and weather conditions we may have to substitute the method of transfer.
We work with the Foreign and Commonwealth Office to help British travellers stay safe overseas. Visit www.gov.uk/foreign-travel-advice
for advice and the latest information about specific countries.
On making a booking with us, a confirmation invoice and ATOL certificate (if applicable) will be sent out via email or post, together with a travel insurance policy booklet if applicable. Your full travel documentation, which includes accommodation information and if booked, flight tickets/e-tickets and car hire voucher, will be sent approximately ten days prior to your departure.
Travellers with disabilities
Some of the holiday accommodation we feature may be less suitable than others for guests with disabilities, particularly wheelchair users. It is therefore important that when enquiring about a holiday, our Travel Advisers are informed of any special requirements you or a party member may have. By informing us, you help us to ensure that we offer the most suitable property for your needs. (See also clause 20 of our booking conditions)