Important Information

General

We will send to you a pre-departure information guide which contains essential advice, helpful tips and emergency contact numbers. Please ensure that you have read our terms and conditions of booking. Once the reservation has been made you are deemed to have read and accepted the Important Information detailed here and our terms and conditions. Please read each section below.

Booking your villa

Book on the website at wwww.stylishvillas.co.uk or you can ring +44 (0)7990 588989 and we will be happy to assist you. We have been going to the Pollensa, Mallorca for a number of years now and we will be delighted to discuss your requirements for the rental villa and the area around Pollensa.

Our website booking system shows the up to date availability. If however your dates are not available then please contact us as we may be able to suggest alternative dates or arrangements.

Payment

We ask for a 35% deposit for all bookings outside of 8 weeks of departure date usually payable with debit or credit cards. We also accept PayPal. We do not hold options but we may be able to reserve a property for a few moments to allow you to check your flight details. Our confirmation invoice will be sent via e-mail, or to your given address should you not have this facility upon receipt of the deposit payment. The balance of the holiday must be paid 56 days before departure. Failure to do so may result in cancellation charges (see terms and conditions).

Once you have paid the deposit you will receive a guest registration form that must be completed and returned. As lead named passenger you undertake the following commitment on behalf of all persons on the booking:

that you have read and accepted the Important Information detailed here and the Terms and Conditions on our website.

Your villa pack providing additional information regarding the local services and recommended facilities will be dispatched two weeks prior to your departure date.

Maid service & cleaning

Our maid service is twice per week during your occupation. Linen and towels are provided along with one large beach towel per person. Linen and towels are changed on arrival day and then towels on a Monday and Wednesday during the maids cleaning visit. Maid duties are to make beds, clean bathrooms, generally tidy and sweep around, not a full clean during mid week. They unfortunately do not have time to wash up or clean barbecues. We can arrange extra maid service at the pre-booked rate of £25 per hour (minimum charge two hours per visit). Maid service is of course completed to a standard that ensures that the villa is clean and tidy. It is also checked during change over day. However because of the tight restrictions on change-over days properties may not be entirely spotless like a hotel, for example there may be dust under a sofa, so we ask you please to be reasonable. Normally it would be the previous guests who have washed the crockery and cutlery; we therefore ask that you leave the property as you would wish to find it. Please remember that Villa Sol and Villa Vista are our homes and that we have taken great care and pride in establishing them so please respect them as you would your own. We have designed them to our own exacting standards which should ensure that your holiday is relaxing and luxurious. The pool and gardens will also be maintained during your stay.

Trouble shooting

As with your own home from time to time certain situations may arise that need attention. Over the course of the season certain items such as cutlery items, crockery, glassware, light bulbs, sunbeds and minor electrical appliances may have been broken or removed by previous guests without our knowledge. Please inform us of anything that does not work or you think is missing. A quick phone call would suffice and we can then rectify the situation.

When will you arrive?

Please ensure you let us know when you will be arriving at the villa so we can have our representative meet you to hand over the keys. There will be instructions on how to use all the appliances at the villa – we have even put all the control features on to one remote hand held for the home entertainment system, along with clear concise instructions!

Your arrival day

The villa is available for entry from 3pm. However if you will be arriving earlier then we will try to accommodate this but we cannot guarantee access to the property although we will endeavor to try. The welcome hamper will probably not be in the villa until mid-late afternoon.

Your departure day

On your departure day you have to vacate your property by 10am. Please ensure that you have washed up and left the property in a tidy situation.

Villa occupancy

The facilities of the property only cater for the maximum occupancy of 8 people. You can include children under two and we can provide cots at an extra charge, but you will need to supply your own blankets. You must advise Stylish Villas of all the names of the holiday party, their date of birth, email and postal address and their flight details. Failure to do this will result in a lack of facilities such as towels and bed linen and also invalidates your holiday contract with us. You must advise prior to your arrival if extra members of your party are arriving mid-week for this reason. Only those persons named on your stated booking before your arrival will be allowed to occupy the accommodation and under no circumstances may the maximum number of persons be exceeded. The villa owners reserve the right to visit their property at any time to undertake essential maintenance work, pool cleaning and gardening.

Villa security

To help you to protect your valuables each property has a safety deposit box. You must ensure that the villa is secure at all times and failure to do so may result in a liability occuring on you for replacement of any stolen items.

Electrical appliances

All our properties are installed with numerous electrical appliances. Whilst we endeavour to have them serviceable throughout the season, as with all electrical appliances they will occasionally fail. We will repair such appliances as soon as possible but cannot be held responsible for the lack of any of the facilities. As with the U.K., engineers do have a specified call out pattern and it may take up to seven days or longer before a visit can be arranged or a part ordered. We will not pay compensation due to the failure of any appliances.

Air conditioning and heating - think Green!

Air-conditioning uses an incredible amount of energy which, particularly on Mallorca is a valuable resource. Do not use it if any windows or doors are left open. If it is being used when the windows or doors are being left open then we reserve the right to withdraw this facility. Also it must not be used when the villa is vacant. Most of the villas have fitted air conditioning throughout.

We do not accept any responsibility or pay any compensation if the air conditioning or heating does not work.

There is the option to have the pool heated at an extra charge. Please note that the pool is heated from the central heating system which will make the hot water in the villa very hot. The pool temperature will not be like a spa bath and we do not guarantee that the pool heating will be working during your holiday.

Swimming Pool & Pond

Please be aware that swimming pools and ponds can be dangerous. You are on holiday in a relaxing environment but in unfamiliar surroundings. Alcohol and swimming pools can present a dangerous combination. Please also take care when walking on marble or tiled floors. If you have wet feet then there is every chance you could slip and injure yourself. Ensure that you take responsibility for the safety of your children such as having them dry off when they leave the pool. We do not accept any liability regarding accidents at the villa or when using any of it’s facilities.

If you have chosen to have the pool heated the cost will be £350 per week. Please note however that the pool will not have steam coming off it! It will be heated a few degrees above the ambient temperature. If the ambient temperature is too low, then the pool heating will not be effective. Generally if the ambient temperature during the day is 20 degrees Celsius then the pool will get to 24 degrees Celsius.  The charge for the heating commences when you arrive at the villa and it will take 36 hours to heat the volume of water. If you require the heating on earlier then please advise us and we will need to make an appropriate charge.

Some of our villas have ornamental ponds. Once again please supervise your children and ensure their and your safety at all times.

Refuse and pests

Refuse is not collected from the property but there are special bins provided which are located as you turn left or right out of Carrer del Claveller. Refuse MUST be removed from the property and placed in the bins everyday, preferably in the evenings due to the heat. Ants are a constant problem in all Mediterranean countries so taking the rubbish away regularly will help keep them under control. You must also keep all food including baby bottles in the fridge. Leaving the smallest amount of food, sweet drinks left overnight or even crumbs on the floor will result in infestation. We will charge you if we need to rectify this. Also, if rubbish is left outside the properties doors, cats and other wild animals will rip bags apart and cause a terrible mess.

Please can you remove all rubbish on your last day when vacating the property. It may be a while before the cleaner arrives and it is unfair for the new guests to walk in to a villa that smells badly due to rotten food.

Please remember that this is our home and we may be the next people to use it.

Breakages

Breakages happen and we ask that you be honest with us and report any breakage or damage during your stay. Any bookings that you make with us carry a compulsory minor breakage charge of £15. This is to cover minor items such as glasses only and is at our discretion. The cost allows for us travelling to replace the items. We reserve the right to charge for any serious damage or breakages not reported and found after your departure and deduct it from your £400 per week deposit. Remember that our customer services representative does a complete inventory during every change over.

Outside influence

We cannot be held responsible for any outside noise or interruption to your holiday such as building work, sheep bells, dogs etc or anything else that is classed as ‘force majeure’ and anything that is not under our control. We do not accept any claims for compensation.

Website Accuracy

We always try to maintain the latest information and accuracy of our web site. Circumstances can change and we will notify you in writing as soon as possible should they affect your holiday. If there is something that may affect the overall enjoyment of your holiday then please do not hesitate to ask or if you have any further questions regarding Stylish Villas then please email or call us. We reserve the right not to accept online bookings, where the prices have been incorrectly calculated due to any systems failure. In such circumstances we will advise you within three working days and notify you of the correct prices.

If you have a complaint

It is unlikely that you will have a complaint. However if you do, then you must telephone us immediately on +44 (0) 7990 588989 or email us at customer-service@stylishvillas.co.uk Should we fail to resolve the complaint to your satisfaction and you wish to take the matter further upon your return, detail your complaint in writing to us within seven days of the incident to 3 Forster Road, Guildford, Surrey, GU2 9AE. We will not accept any complaints or any responsibility after this date is passed nor will we consider any complaint that has not been reported to ourselves and subsequently acknowledged either via telephone or the email above whilst you are at the Villa.

Customer loyalty

We wish you to have a fabulous experience with us and return again and again. We take complaints seriously and will always be reasonable in reviewing our commitment to ensure that we have delivered the best possible service to you.