FAQ
Most Popular
- Can you organise transfers from the airport to the villa and return?
Yes we have dedicated drivers who will meet you in arrivals with a name board for that personal service. The costs are fixed so from Larnaca airport to the resorts 1 – 4 passengers = €60.00 from 7am to 7pm or €70.00 from 7pm to 7am each way. 5 – 6 passengers = €70.00 from 7am – 7pm and €80.00 from 7pm – 7am each way. This can be booked for you and you would just pay the driver directly.
- Where do we pick the keys up from for our booked villa?
All of the properties which we look after are fitted with a ‘key safe’ this is a small box located near the front door which has a 4-digit lock. Once you have made a booking you will receive a ‘booking confirmation number’ the last 4-digits of this number will be your code to enter the villa. This also means you can travel directly to the villa and when you leave just pop the keys back in the safe
- How do we receive directions to the villa?
We have made everything as easy as possible and all the driving directions can be found on our website (click the link below the google map). If you bring up the property you have booked and scroll down you will see the ‘Google direction’ click through button. Click this and the directions will pop up, you can tick the view as map button and can print the directions as well.
- What time can we arrive and leave the property?
Check in time is 4pm and check out time is 11am. You can ask for early or late check in/out if your flight times demand and we can arrange if there is no same day change over.
- What happens when I have paid for my holiday?
Once payment has been received you will receive a booking confirmation email detailing the villa with address and stating amount of holiday and amount paid. You will also see on the booking confirmation your booking reference number, please note the last 4-digits of this number will be your code for the key safe at the villa.
- How much do I have to pay for my holiday and when?
We have a strict rule on payment that states if you will arrive at the property within 8 weeks of booking then the full balance needs to be paid. If you book for a holiday the following year we would require a 30% deposit with the balance due 8 weeks before arrival.
- How can i pay for my villa booking?
We have several available payment methods:
- Debit card
- Credit card (3% charge for credit cards)
- Bank transfer
unfortunately, we dont accept cash on arrival
- Will there be any essentials like tea, coffee or water available in the property?
Yes, we provide a welcome pack (free of charge) in each of our properties including tea, coffee, sugar, water, jam and bread.
- Can you arrange cots and high chairs for my children?
Yes, we can arrange cots, high chairs and even camp beds. The costs for these are as follows:
- Cot – 6 EUR per night per week
- High Chair – 4 EUR euro per night per week
- Camp bed – 8 EUR per night per week
- Is cleaning included in the price and if so how often?
The cleaning is included in the price and if it is a 2 week holiday you have a mid stay refresh clean for free. If you wish to pay for additional cleans this can be arranged for an extra cost.
- What happens if I cannot come on my holiday will I lose all my money?
You may cancel your booking at any time; however, a cancellation fee will apply as follows:
- Between one and two months before arrival: 50% of rental cost.
- Less than one month before arrival: 100% of rental cost.
We take great care informing our clients of this procedure and we have a dedicated page with all terms and conditions please click here
- Can you arrange a car hire?
Yes we have a great relationship with Car Trawler who sources the best deals daily. We have a tab on the home page titled ‘Car Hire’ so you can get a quote and book your car online. Once booked you will receive an email explaining where to pick up your car it’s as easy as that.
Reservations
- Are you ABTA or ATOL bonded?
As we are a Limited Company based here in Cyprus and only 30% of our customer base is British we are not ABTA or ATOL bonded. ABTA means “Association of British Travel Agents” therefore it is not a requirement for our company. ATOL means “Air Travel Organiser’s License”, again this is only required for companies that are transporting passengers from or to the U.K. by air which we are not. By booking with our company and paying with your credit or debit card securely online you are fully protected by your card provider.
- How do I know I will have a property waiting for me when I get there?
Our company accommodates thousands of tourists each year from all areas of the world. The best way to check out a company is by using internet tools that are available to everyone like TripAdvisor, Facebook, Twitter etc. If you require further reassurance before you make a booking then you can write to our bank or to our independent lawyers asking for a reference for our company. We have been in operation here in Cyprus since 2010 and have a very large repeat client base of very satisfied customers.
- What is Payment Protection?
Payment Protection gives guests a safety net when booking a holiday villa. It means that in the unlikely event that you’re denied access to your holiday villa when you arrive at the house, we’ll offer a full refund for the stay.
To get a Payment Protection, travellers must pay for their holiday online via our website via JCC gateway platform.
Check in
- Where do we pick the keys up for our booked villa?
we operate under a self check-in policy.
All of the properties which we look after are fitted with a ‘key safe’ this is a small box located near the front door which has a 4-digit lock. Once you have made a booking you will receive a ‘booking confirmation number’ the last 4-digits of this number will be your code to enter the villa. This also means you can travel directly to the villa and when you leave just pop the keys back in the safe
- How do we receive directions to the villa?
We have made everything as easy as possible and all the driving directions can be found on our website (click the link below the google map). If you bring up the property you have booked and scroll down you will see the ‘Google direction’ click through button. Click this and the directions will pop up, you can tick the view as map button and can print the directions as well.
- What time can we arrive?
Check in time is 4pm. You can ask for early check in if your flight times demand and we can arrange if there is no same day change over. The only way to guarantee the early check in is to book and pay for the extra day
Check out
- What time can we should leave the property?
Check out time is 11am. You can ask for late check out if your flight times demand and we can arrange if there is no same day change over. The only way to guarantee you the late check out is to book for an extra day
Airport Transfer
- Can you arrange car hire or airport transfers for me?
Yes, ask a member of our staff to provide you with the necessary information and quotes. We work with the best companies here in Cyprus and always at the most competitive rates without compromising customer service.
Booking Protect
- Can i have some further information about Booking Protect
Booking Protect was incorporated on 31 March 2014. It is part of the Romero Group, which has been incorporated since 30 April 1997. As a group, Romero employs over 150 people in the UK and is fully regulated by the FCA. The group have won a number of awards including awards for claims service, which is the same team that handle Booking Protect refund applications.
- At what points can i purchase refund protection?
At the moment, refund protection can be purchased at the time the initial booking is made and paid for in full. We will shortly be adding an option for you to have a second chance to take the product out at the point of paying the full outstanding balance for your booking.
- Is it an insurance product?
This product is not a regulated insurance product as there is no contract of insurance being set up between the insurer and yourself. It is an extra offer on our existing set of terms and conditions.
- Who's it underwritten by?
Romero Group use specialist insurers including UK General Insurance Ltd and Lloyds of London.
- What are the benefits of Booking Protect refund protection?
The primary benefit of purchasing refund protection is that you can rest safe in the knowledge that you will receive a 100% refund if you have to cancel your booking due to specified unforeseen circumstances outside of your control.
- Who pays the refund?
Booking Protect refunds you directly. Details on where to go to make a claim are included in the automated confirmation email you will receive or you can complete a refund request directly on the website www.Bookingprotect.com by selecting the ‘refund’ option.
- Who handles my refund applications?
Booking Protect’s award-winning in-house team handles all refund applications directly. We do not outsource to third-party claims administrators. This way, we ensure you receive an exceptional service.
We do utilise outsource language / translation support to handle refund applications that are outside the core European Languages (English, French, German and Spanish).
- How quickly do you deal with a refund application?
We endeavor to respond to you as soon as possible in order to deliver the best possible service.
Our service level agreement is 100% of guests responded to within 48 hours.
Providing ypu have given all the information requested in the refund application form then that normally means that we can accept the refund and issue payment within 48 hours!
- How long does it take you to pay a refund?
All refund applications are processed within 48 hours of receipt if all the required information has been received.
If successful you will receive immediate notification that your refund will be sent to your nominated Bank Account within 7 days.
Whilst a lot of customers do receive their funds immediately, this will depend on the financial institutions the customer banks with, the country and currency.
- What if my refund application is not successful?
The vast majority of refund applications are successful.
However, there are instances where a customer will apply for a refund for circumstances that are not part of the refund guarantee.
We always inform the customer immediately with a clear explanation of why their refund application was unsuccessful.
