Essential Information

The following information will help you find out about all aspects of your Villa holiday with us at Villas-Lanzarote. 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 us.

Accommodation

The style and standard of our Villas will inevitably differ. We endeavour to give an accurate description of each Villa and the facilities available, together with interior and exterior photographs. 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.

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 from the accommodation.
• Car Advised – there are a few amenities within walking distance of the accommodation, although some amenities will require a car to get to.
• Car Optional – the accommodation is within walking distance of supermarkets or minimarkets, shops, restaurants and other amenities.

Accommodation services

Pre-arrival cleaning, water and electricity consumption are included within the our rental cost unless otherwise stated within the accommodation description. On very rare occasions, Lanzarote 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.

Air conditioning/heating

When a Villa is equipped with air conditioning, this will be detailed accordingly in the villa description online 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.

Assistance in resort

You have chosen a private villa holiday and we intend to respect your privacy. If you have any problems affecting your holiday, please report this to our property Manager, Laura straight away, and she will attend to the issue and take remedial action where possible and help you enjoy the rest of your holiday. When we send you your travel documents, we will provide you with Laura’s contact details so you can get in touch. We recommend saving these details to your phone before you travel so you’ll always have these to hand, should you need them. (See also clause 16 in our booking conditions).

Check in / Check out Times

The official time for entry into your accommodation is 16:00 local time. The cleaners have sole access to the accommodation until this time to prepare for your arrival therefore, entry to the accommodation prior to this time will not be permitted. You should take this into consideration when making your flight arrangements as you will be unable to access the accommodation if you arrive early.

Check out time for all accommodation is 10:00 local time. Unfortunately, it is not possible to arrange for late-check outs as the accommodation needs to be prepared for the next arrivals.

Children’s safety

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.

Festivals

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.

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. Where operation is during the winter months, this is from 1 Oct until 31 May 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 which relies on warmer temperatures and the sun to generate and maintain heat. 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. 

Highchairs/cots

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. Please note that for hygiene reasons they are supplied without cot linen, which you should take with you.

Insects/animals

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. Please do not encourage stray animals by feeding them. Please note we are unable to allow our customers’ pets in any of our Villas.

Internet access and Wi-Fi

Internet access and Wi-Fi is available when stated in the accommodation description. The method varies in how this service is provided, for example fixed line or mobile routers, and this along with the construction and design of Villas, may affect the provision of this service. Your use of this service must be lawful.

Every effort is taken to maximise the Internet access and Wi-Fi service provided, but we are not in a position to guarantee:

• The availability of service at all times
• The speed at which the information may be transmitted or received via the service
• Compatibility with your own equipment or any software you use
• Services offering Remote Desktop type facilities which are reliant on local broadband speed, availability etc. and therefore we do not recommend relying on this service for work/educational purposes
• The security of the WiFi connection

We are unable to accept responsibility for any loss of service, fluctuating internet connection or consequences of using this service and refund/compensation cannot be offered due to circumstances beyond our control.

Insurance

Having adequate travel insurance in place from time of booking is essential. Travel insurance is there to protect you in the event that something goes wrong whether that is whilst you are on holiday or in the event that you are unable to travel. You should check that the policy covers your personal circumstances, including any medical conditions you or members of your travelling party may have.

Kitchens

Kitchens include hob, oven/micro oven, fridge/fridge freezer, basic cooking utensils, iron, ironing board, cutlery and crockery. 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 the Property Manager, Laura so that we can repair or replace the item.

Local attractions / activities / excursions

All local attractions referred to are independent and provided by third party suppliers.

Lost property

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

Maid service will will consist of Villa cleaning and preparation with fresh linen and towels on arrival. At the end of each full week, there will be a towel change which is included in the price. The time of their visit and hours worked may vary and their duties when visiting mid stay will 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. 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. Pool towels are provided free of charge and are not subject to the weekly towel change.

Noise

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.

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 homeoffice.gov.uk.

Providing Passport Details

As a European legal requirement, passport details of all members of your party must be submitted to the Local Authorities in Lanzarote. This process is equivalent to a hotel check-in service. Laura, our property manager, will visit you on your day of arrival to make the necessary arrangements.

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. 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.

Roof Terrace

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 you must use the safe to place your valuables if one is available.

Smoking

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.

Stay safe on holiday

Your safety and wellbeing is of utmost importance to both us and accommodation providers. Between us, we take care to ensure your stay at your chosen property is safe and trouble free. However, please be mindful that our accommodations comply with the local standards and regulations of the country they are located in, which might not be the same as we expect in the UK. Please take extra care while you’re away and ensure that children remain supervised at all times.

Further advice and guidance for staying safe whilst on holiday is provided here: Stay Safe on Holiday

Travellers with disabilities

Villa Montaña is not suitable for visitors with Wheelchairs whereas Villa Mítica has access ramps suitable for wheelchairs.

Villa Security

We take the safety of our guests seriously. Lanzarote is a very safe holiday destination when compared to many other locations in the world. In is rare for crimes against people and property in Lanzarote but 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 possessions. You must ensure all the windows, shutters and doors are locked at night. Where available, set the security device if you are out for the day and at night time or when you are in bed. In some of our accommodation, we have alarm systems which have sensor-controlled internal cameras. Please be aware that these systems only capture images when the alarm has been set and the sensors are triggered through activity.

Website

We make every effort to ensure that the information and photography contained on our website is accurate. However, many individuals are responsible for the provision of your holiday arrangements and they may alter or temporarily withdraw some of the advertised facilities or services without prior notice to us. Gardens will naturally grow, furnishings may be replaced and décor updated, and it is not always possible to display the most up to date photographs. Unfortunately errors can occur and prices may alter, however we will always endeavour to advise you of any changes at the earliest opportunity. The distances to amenities and pool measurements we have provided are approximate. The temperature scale provided is a guide only and weather patterns can change at different times of the year.