The following terms relate specfically to the property rental portion of any reservation amde with us. For terms specific to the purchase of flights, car hire and other third-party travel elements (e.g. travel insurance and transfers from airport to resort) please see our additional term at the bottom of this document.
Your contract with us
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. Your contract with Direct Villa Holidays commences once your initial payment has been processed and a confirmation of receipt of this payment has been emailed to you in the form of a booking form.
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:-
a. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
c. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.
d. He/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking
Conditions of making a booking
To make a booking, you must complete the booking confirmation pages on our website. To confirm your reservation, you must pay the appropriate deposit (or full payment if booking within 10 weeks of your holiday start date).
Payment can be made using our online payment system, by bank transfer or you can request that a member of our team contacts you to make payment over the telephone.
These Booking Conditions and any agreement to which they apply are governed in all respects by Spanish law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be processed within the Spanish legal framework.
Included in the quoted price
Included in the quoted price is the accommodation, as confirmed on your confirmation/invoice for the people named on the booking form, in the property specified, including local taxes, gas, water, electricity and service charges. (** Unless specifically specified otherwise in your booking) .Cleaning of your chosen property before your arrival is also included.
Bed linen, towels and tea towels are included for all guests. (You must provide your own beach / poolside towels)
Weekly laundering of linen and towels is included for rentals of 12 nights or more.
(** For bookings of less than 12 nights you may request a full linen change at a rate of €11 per head, payable locally).
Not included in the quoted price
Travel insurance, which is compulsory, transportation to and from your accommodation, beach / pool towels, other items & services described as extras on our website.
Payments can be made by Debit or Credit Card (Visa or Mastercard), personal euro or sterling cheque (subject to clearing), by bank transfer or in some circumstances by prior agreement in cash on arrival. A deposit of 30% is required in order to confirm your booking, with the balance due to us 10 weeks prior to your holiday commencement date.
Deposits must be paid by credit or debit card and cheques sent for balance payments must be received at least 11 weeks prior to departure to allow time for processing. Please also allow at least 2 weeks for postage if sending a cheque for payment.
If you fail to pay in full ten weeks prior to your departure date, we reserve the right to cancel your holiday and you will lose your deposit.
If you book within ten weeks prior to departure this will be classed as a late booking and we must receive full payment for your holiday before we can confirm your booking.
Please check your confirmation and all other documents you receive from us, immediately on receipt. You must contact us straightaway if any information appears to be incorrect as it may not be possible to make changes later. We are responsible for providing the holiday we have confirmed with you. If you cancel or alter your booking later on you may have to pay an amendment charge or it may not be possible to rectify an error in your booking details.
Travel / Holiday insurance
Adequate travel insurance for each guest is compulsory. We highly recommend that any travel insurance purchased should provide you with a 24-hour emergency telephone service and includes “ground cover” to secure the accommodation element of your trip.
Breakages, Loss and Damage
A non-refundable charge of £7 per guest will be added to your invoice (Accidental Damage Waiver). This is to cover accidental damage that may occur in your villa during your holiday, up to the value of £250 per stay. For some properties, an additional cash security deposit will be required due to the high value of the house´s contents.
Please note that wilful and negligent behaviour that leads to damage is not covered by this insurance charge and should this occur you will be asked to cover the cost of damage locally or billed within 30 days of your departure for the full cost of any damage caused.
Single-sex parties or parties under 25 years of age are subject to a refundable Security Deposit instead of the accidental damage waiver. This deposit varies property by property from £250 to £750 or more. This deposit is to safeguard against any breakage, loss or damage or additional cleaning / linen charges that may be incurred.
Providing upon inspection the property is left in acceptable condition and no damage has occurred the full deposit will be refunded within 6 weeks of your return date. Where necessary deductions will first be taken from the deposit for any damage or additional charges and only the subsequent remaining balance will be returned.
The villa you have rented is reserved exclusively for the use of the people named on your booking form and no other persons are permitted to stay at the accommodation during this time unless this has been agreed with us in writing and appropriate payment made (if applicable).
We have gone to great lengths to ensure that the descriptions of properties are faithful and honest. We have inspected and evaluated all the properties on our website and believe all descriptions to be accurate. All properties are carefully inspected at the beginning of each season and are equipped with sufficient furnishings and facilities for your holiday. Please note however that almost all of our properties are privately owned, and furnished to the property owner´s individual tastes. For this reason, standards do vary and we cannot guarantee that lounge furniture, sun beds or dining table space will be sufficient for ALL guests to sit or lay at exactly the same time.
Arrival and Departure times
We do our best to accommodate arrivals at any time and settle you in as quickly as possible. Contractually the rental period at your chosen property commences at 16:00 on the day of rental and terminates at 10:00 on the day of departure. However, we do try to be as flexible as possible and allow access as soon as the property has been cleaned and prepared although we have no contractual obligation to do so. Clients departing on later flights may be able to extend their stay after 10:00 depending on the arrival time of incoming clients (who always have priority) and our cleaning schedule. Please contact us 7 days prior to your arrival if you wish to request a late check out or early check in time.
The term “private pool” means that the swimming pool is for the exclusive use of those staying at the property where the pool is situated, and it is not a “communal pool” which is one that is shared by a number of properties. Complete privacy is a different issue. In some properties, terraces and pools may be overlooked to some extent and if complete privacy is important please call or email us and we will suggest suitable properties that meet this specific requirement.
In relation to our booking Terms & Conditions, "force majeure" refers any event which neither Direct Villa Holidays or the property owner, could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control. We cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our agreement with you is prevented or affected by, or you otherwise suffer any damage or loss as a result of force majeure.
A fold-away bed, linen and towels for additional guest(s) can be hired from us whilst staying at some villas. The maximum number of guests permitted is clearly stated on each villa description. i.e. where the numbers state 'Sleeps 6 + 1' then one additional guest is permitted but it is mandatory that a bed is hired from us for the additional guest.
Cots and high chairs
Cots and high chairs are available for infants that will be under two years old at the end of their holiday. We do not provide cot linen and pillows for health and safety reasons. Please advise us at the time of booking if you will be requiring a cot or high chair to ensure we can make one available for your stay. Cot and high chair hire prices are shown on the villa details page during the booking process on our website, these fees are payable by the customer in advance and form part of the total holiday cost.
Many bedrooms have ceiling fans fitted. If this is not the case, we will supply one free- standing fan per bedroom during high and peak periods except where the bedroom has air conditioning available.
Many of our properties are unsuitable for disabled guests due to access and layout limitations. Please ensure that you enquire about the suitability of your chosen property before booking if a member of your party has a disability.
Pets are not permitted at any of our rental properties under any circumstances due to the fact that future clients may have an allergy to animals, this is in accordance with current regulations. Additionally clients are requested not to feed or allow stray cats or dogs inside their rental property during their stay. Failure to comply with the above could cause the cancellation of the rental contract and/or result in a charge to the guests for the resulting cost of cleaning and sterilizing the property.
From time to time Villa holiday Direct may promote special offers. These offers are only valid for the periods stated and cannot be requested in retrospect.
Local Taxes and Charges
Any additional or newly imposed Government Taxes or charges are not included in your arrangements with Direct Villa Holidays and are payable locally.
Google Maps are provided with a property marker on our website to give you a guide to the location of the villa, however, new and updated Satellite images are being uploaded by Google on a regular basis which sometimes results in the movement of our marker and the existing google images in some cases may have been taken several years ago and subsequently the property and the immediate area around the property may have altered significantly. These views are for your reference only and we accept no responsibility for any inaccuracies.
Return / Refund and Cancellations
1. Cancellation by you
Should you need to cancel your confirmed booking the party leader (the person in who’s name we hold the booking) must immediately advise us in writing by registered post or e-mail. Your notice of cancellation will take effect from the moment it is received by us.
The following terms apply in relation to the refund due to you in the event of cancellation:
Cancellation more than 84 days prior to arrival or more, we keep your deposit
Cancellation between 83 and 56 days prior to arrival, 40% charge (of the total holiday cost payable to us)
Cancellation between 56 & 28 days prior to arrival, 80% charge (of the total holiday cost payable to us)
Cancellation less than 28 days prior to arrival, 100% charge (no refund will be given)
2. Amendments made by you
Where you wish to alter your booking (i.e. villa or dates, holiday duration) it is considered contractually as a cancellation by you and the usual terms of cancellation will apply. However, at our discretion we will where possible accommodate your requested amendment without the need for you to cancel your booking. In this case we will levy a charge of £30.00 per guest and in addition you will be obliged to pay any additional cost incurred by us in relation to the amendment you have made.
If we cannot meet your altered requirements and you do not wish to continue with your original booking then your booking will be subject to our normal cancellation policy.
** Many situations which lead to you cancelling your booking will be covered by your privately contracted holiday/travel insurance - so it is important that this is purchased at the time of booking to cover the event of cancellation. Please make sure that your policy includes "ground cover" in order to secure that the rental fees paid to us are included within your policy
3. Alterations and Cancellations by us:
We reserve the right to make changes to and correct errors in the holiday details both before and after your booking has been confirmed. We also reserve the right to cancel confirmed bookings. However, we promise we will only cancel your confirmed booking 10 weeks or less before the departure date where you have failed to make full payment on time or as a result of circumstances beyond our control / “force majeure” as described in our terns and conditions.
In the unlikely situation that your chosen property is not available at the time your holiday is due to commence our liability is limited to the provision of another property of similar or higher category or a full refund of all payments made to us for your holiday should you prefer.
In the event that we cancel your holiday within less than 30 days of departure, and we are unable to provide you with similar alternative accommodation, compensation will be paid to you as follows:
Full reimbursement of all payments made for your holiday, plus:
30 – 15 days prior to departure £30 per adult guest
14 – 0 days prior to departure £40 per adult guest
IMPORTANT NOTE: “Force Majeure” – In exceptional circumstance compensation and refund arrangements do not apply where our inability to provide your booked accommodation is beyond our control. We can cancel your holiday arrangement, without providing any form of compensation, in the following circumstances: war, threat of war, riots, civil strikes or terrorist activity, industrial disputes, natural or nuclear disasters, fire, airport closures, bad weather conditions and all other similar events beyond our control.
** These risks should be covered by your travel insurance – please check your policy and ensure that this is the case.
The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of change or cancellation. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation.
Behaviour & cancellation
If at any stage during your holiday your behaviour (or the behaviour of any one travelling in your group) is seen to be likely to cause danger, distress, annoyance or damage to property, either ourselves or the property owner concerned may terminate your holiday arrangements without recompense. In this situation, we will have no further liability to you and will not be responsible for meeting any expenses you incur as a result, making any refund or paying any compensation. In addition, you will be responsible for any expenses we incur as a result of your behaviour, such as the damage to a property.
4. Refunds / Compensation
Building work / construction noise – please read carefully
Occasionally construction work may occur at a property in the vicinity of the property you have contracted with us after publication of the property’s online descriptions. In some cases this may in some way distort our description of the property that we have described or intimated to be in a peaceful or quiet setting.
For example, building or road works may be in progress nearby, a neighbouring property owner may start building a new swimming pool or wall, or the local water board may decide to drill for water in the vicinity. This work may start early in the morning as is standard local practice and can start at any time in the year without prior notice.
If within 30 days of the start date of your holiday we become aware of any such works taking place on a plot immediately adjacent to your property (that is, an adjoining plot - not across the road or merely nearby) that in our opinion could materially spoil your enjoyment of your holiday we will advise you. You may then either a) cancel and receive a full refund or b) change your booking to another available villa for the same period either paying the difference if it is more expensive or receiving a refund if it is cheaper, or c) change your booking to another available villa for a different period either paying the difference if it is more expensive or receiving a refund if it is cheaper or d) leave your reservation as it is and hope that there is not too much noise or dust to spoil your holiday. If you choose option (d), to stay with the reservation, it is extremely unlikely that after arrival we will be able to move you to any alternative accommodation if you suffer any inconvenience as described above, nor will any claim for compensation be accepted for any loss of enjoyment due to building or any other associated works within the vicinity of your holiday villa.
Please note that we take no responsibility for such work, are not able to stop such work taking place nor control the noise level. Nor can we be responsible for any building works that start during a holiday and under no circumstances will we pay any compensation at all in such cases.
If you have a complaint
If you have cause for complaint whilst on holiday, this must be brought to the attention of a representative/local agent immediately or failing that discussed with our head office (via phone or email) so that action can be taken to rectify the problem.
Should our representative/ local agent be unable to resolve the matter in resort, details of the complaint must be notified to us in writing within 28 days of the end of your holiday. Any claims received outside this period are not eligible for compensation as it impossible for us to properly investigate your complaint thoroughly after this time has elapsed.
Any claims received from customers who have not made us aware of their issues / complaint during their stay will not be eligible for compensation as you have not given us reasonable opportunity to verify or resolve your complaint/ issue.
Our liability to you
We accept responsibility for ensuring that the accommodation which you book with is supplied as described on the website or in our brochure. If any aspect of your accommodation is not provided as promised, we will either correct the problem, or if this is not possible, we will pay you appropriate compensation where the issue has materially affected the enjoyment of your holiday. Our total liability in all cases will be limited to the total value of your booking.
Refunds / Compensation
In the event of problems with your accommodation, we will endeavour to rectify any problems within 1 working day of being notified. We will provide you with adequate contact details so you are able to reach us 24 hours a day during your holiday to alert us to any issue. Occasionally we may have to wait for an appointment with a local contractor, and providing that we have taken every care to resolve your complaint, you will not be entitled to any compensation caused by any justifiable / reasonable delay. In the event that we are unable to fix a problem and it is serious in nature we will provide you with the best alternative similar accommodation available at that time. You are not entitled to any compensation under these circumstances, but, we will cover the cost of the new accommodation as well as any additional charges if the accommodation is more expensive.
In the event that we are unable to fix the problem or move you to similar alternative accommodation, compensation will be paid to you if the enjoyment of your holiday has been materially affected. Our total liability in all cases will be limited to the total value of your booking.
In the event of death, injury or illness our responsibility is in accordance with Spanish law limited to acting as a mediator between the guest and the property owner should the property owner be held liable under Spanish law for any incident.
Comprehensive travel insurance is compulsory for all staying guests and it is also a requirement that all customers read and understand the health and safety information distributed prior to your arrival and left in a guide book at the accommodation itself.
Under no circumstances do we offer guests compensation in the following circumstances:
1. The guest have failed to notify us of their complaint during their stay
2. Guests have not taken reasonable care to protect themselves or their property
3. The guests are at fault
4. Any unavoidable circumstances beyond our control which we could not have avoided even if we had used all possible care
5. Any event which we or the owner could not help or prevent
6. The problem is resolved within 24 hours of your complaint being received
7. Similar alternative accommodation is offered where a property is at fault
If you have questions that are not answered on our information pages please call us on 0333 022 0202 for assistance.
IMPORTANT SUPLLEMENTARY HEALTH AND SAFETY INFORMATION
Please take extra care in bathrooms. Most do not have non-slip mats for baths and showers. Usually they will have tiled floors. Please be extra careful when stepping out of the bath or shower
Glass and patio doors are in abundance in Mediterranean resorts. When the sun is shining it can be difficult to see if a door or patio is open or closed. Glass fitted is not necessarily safety glass.
Do not touch any electrical appliances with wet hands or when wearing wet clothing. Please report any electrical faults as soon as possible.
Most accommodations in Spain have tiled floors. When wet they become very slippery. Do not walk on marble or tiled floors with wet feet and discourage children from running around on them.
Upon arrival familiarise yourself with your accommodation. In the event of a fire, remain calm and exit your accommodation via the nearest exit. Do not stop to collect any items.
Please be extra vigilant with your children whilst on holiday. It is easy to sometimes allow children that extra freedom, but there are always new surroundings and dangers.
80% of swimming pool accidents involving children occur within 15 minutes of arrival at the property!! Never leave your children unattended especially around the swimming pools, near balconies or play grounds. When you are sitting in a bar or watching any entertainment, ensure that you can see your children and that they are not talking to strangers. Do not let children play with any animals.
It is better that you do not feed or play with any animals, domestic or wild. If you or your children should get scratched or bitten, seek medical attention immediately and always report any such incident to your insurance company.
Insects and Pests
Ants are frequent visitors to most properties in Spain, particularly as most of our properties are surrounded by gardens. Locally bought ant sprays and powders are a good repellent, but it also helps to keep crumbs to a minimum. Keep sugar and sweet things in sealed containers, preferably in the fridge.
As most of our villas are surrounded by gardens, field mice and fruit rats are also common. These can be kept out of the house by keeping food out of temptation’s way. Mosquitoes should be kept at bay by a good repellent (available in UK chemists and supermarkets and chemists in Spain) - please don’t splatter them against the wall.
Cots and High Chairs
Cots and high chairs should be free from any sharp edges. Check that all vertical bars on the cot are not more than 10cm apart. Make sure that the mattress fits snugly to the base. The adjustable sides should be high enough so infants cannot climb over them. High chairs should be of a sturdy construction and clean and also have a safety harness attached to the chair.
Please do not leave your children unattended on balconies. Keep all balcony furniture well away from railings, so as not to encourage them to climb. Villas described as child friendly are generally free from steep steps or unprotected drops, but you must be vigilant in watching your children at all times.
It is not recommended to drink the tap water or use it in the kettle. For this reason we do recommend drinking bottled water, which can be purchased from supermarkets in anything from 1 litre to 5 litre bottles.
A Pool Attendant usually comes once or twice a week to clean the Pool and adjust the chemicals for the treatment of the water when necessary. Please notify either the Pool attendant or us immediately if you notice the water becoming murky or green. Please ensure that you shower before entering the pool and do not allow anything other than toys and flotation devices in the pool. You are responsible for the safety of yourself and your family during your holiday. Make certain you know the depths of the pool where you are swimming. Unless you are a confident swimmer do not swim out of your depth.
Do not dive.
Do not run around the pool, as the surround could be slippery
Children should be supervised when in the pool area
Avoid taking glass and china into or close to the pool
Avoid swimming in the pool if you have been drinking. Wait at least one hour after eating a meal before going swimming
Do not tamper with the filters/skimmers and do not enter the pump room
Spain still has a low crime rate due mainly to its honest, local population. However it would be as well to take a few simple precautions. Keep your valuables in a safe place, preferably on you, and keep your credit cards and cheques separately. Please also make sure that you keep the villa completely locked when you are out, and use all security features available.
Illnesses on holiday are quite common, in particular stomach upsets and ear infections which can be caused from swimming and eating unusual food or from tap water or ice in restaurants. Please ensure that if any member of your party becomes unwell, you seek immediate medical attention. We will provide you with contact details for English speaking doctors and hospitals prior to your arrival. If you require any help during your stay, please contact us and we would be happy to help you find the best help available. It is advisable that you complete an E1-11 form from your local post office for each member of your party, so you can utilise the Spanish Healthcare system free of charge. We also require all travellers to purchase travel insurance.
TERMS & CONDITIONS RELATING TO THE PURCHASE OF FLIGHTS, CAR HIRE, TRAVEL INSURANCE AND TRANSFERS TO RESORT
It is possible to purchase flights, car hire and other third-party travel elements through our website.
Car Hire Terms
It is important to note that car hire booked through our website is provided by a third-party (a hire car company) and that you will be subject to their own terms and conditions. We only deal with reputable well known suppliers.
Please note that any driver of a hire car will be required to produce a valid UK photo driving license upon collection of their vehicle at the airport or pick-up point and that in addition they will have to sign a hire agreement with the hire company and provide a valid credit card with sufficient available credit to provide a security deposit in the region of £500 sterling. The car hire agreement that you sign will specify that you are responsible for certain failures / damage to the vehicle and the exact nature of your insurance policy and what it covers. If in any doubt please ask for full clarification of terms / insurance details from the car hire supplier at time of collection.
Any additional extras (e.g. SatNav, petrol, optional additional insurance, child seats) must be purchased at the time of collection of your vehicle. Any additional or newly imposed Government Taxes or charges are not included in your arrangements with us and are payable locally. Your agreement is between you and the car hire company and not with ourselves.
Please also note that a specific type of vehicle cannot be guaranteed, rather your reservation is for a specific Group of car types. We reserve the right to substitute any car for a similar or superior group vehicle at any time.
In the event of us cancelling the accommodation element of your holiday we will provide you with a full refund of the cost of your car hire unless you accept our offer of alternative accomodation. In the event that you wish to cancel the car hire element of your reservation with us (whether this is indepedent of your accommodation booking or in conjuction) then our standard terms and conditions relating to refunds in the event of cancellation apply (the same as those for accommodation cancellation) these terms can be seen above in the section titled Return / Refund and Cancellations.
All flights purchased via our website are provided by the airlines themselves and you are bound by their terms and conditions in all respects. This includes their refund / returns / alterations / luggage and security policies. We will not be held liable in any way for any dispute between yourselves and the airlines with whom your tickets have been purchased. We make clear on our website which airline provides each flight at the time of booking so that you have the opportunity to research their terms and conditions for yourself.
Where you wish to make a change to a flight (dates / luggage etc.) then we will do this on your behalf, an admin fee of £20.00 will be charged by us for any changes requested, this fee covers all changes made at a given time.
You must ensure that your entire travelling party has a full valid passport prior to travel and that these are carried with you at the time of travel. Passport control / airlines have differing rules in relation to the future expiry date of your passport and it is your responsibility to research this prior to travelling.
Even in the very unlikely event of us being unable to provide the accommodation element of your holiday or a suitable alternative then a refund will not be due on the flights you have purchased through us in any circumstance. If the accommodation element of your booking is cancelled by us then If you still wish to make use of these flights you have purchased you will be required to arrange your own alternative accommodation. Alternatively, if you do not wish to travel it may be possible for you to get a partial / full refund / name change or date change in relation to the purchased flights in order to make use of them, this depends on the airlines own terms and conditions.