Frequently Asked Questions

How do payments work?

At the moment of making a reservation, it is necessary to formalize a payment of 20% as deposit. This payment can be made by credit card or bank transfer.

The remaining 80% of the reservation must be paid 45 days before arrival, and can be paid by credit card or bank transfer.

For reservations made less than 45 days before arrival, payment of 100% of the reservation must be made.

Can I modify the reservation once confirmed?

Of course, certain modifications are possible, but it is important to contact the Reservations Department, who will determine the possibility of applying those changes and if these involve additional expenses.

Are pets allowed?

We do not accept pets or pets of any kind, both in apartments and villas.

What is included in the price?

The price includes VAT and is for property, not per person.
The delivery of the house clean and prepared for your arrival, including bath towels and bedding.
Emergency reception and assistance service 24 hours a day.
Cleaning services during the stay: a review and change of towels every 4 days and a general cleaning and change of sheets every 8 days.
All supplies, care and maintenance of the properties, including swimming pool, garden and any technical incident.
For bookings of more than 7 nights, a welcome pack with basic products.

How does the delivery and return of the keys work?

We have a Reception in the Son Bou area, which you can find in the Contact section. There they will wait for you to give you the keys and give you all the necessary information regarding your accommodation and any other information of the area that you may request.
The official time of arrival and delivery of keys is from 16:00. Make sure to inform Reception of your schedule, so we can prioritize your reservation in case you arrive too early.
The official time of departure and return of keys is from 10:00. At our reception we have luggage service, showers and changing rooms so you can enjoy until the last minute of your vacation.

What is the damage policy?

Although the property is not yours, we trust that you treat it with the same affection and respect.
If you cause any damage or break something, please inform us to assess if we can assume it or you have to take care of the expenses.

What happens if I want to cancel the reservation?

Once the reservation is confirmed, it can be canceled, subject to the following charges:

– With more than 60 days before the arrival date: return of the deposit. No fees.
– Between 59 and 45 days before arrival date: loss of deposit.
– Between 44 and 30 days before the arrival date: 50% of the reservation.
– Between 29 and 15 days before the arrival date: 75% of the reservation.
– Less than 15 days before the arrival date: 100% of the reservation.

 

What happens if I have a problem or complaint about the service or accommodation?

We work very hard so that you do not have problems or need to complain, but we are not machines, and sometimes we can have failures.
It is very important that if you have any problems with your accommodation, you should immediately contact Reception, so that we can start the equipment to correct it and that it affects your vacation as little as possible.
We remind you that the operator will not be responsible for complaints that have not been received and registered during the stay.

Are the houses equipped with sheets and towels?

Villas and apartments come equipped with sheets and towels for the number of people confirmed in the reservation. Sheets are changed once a week and towels twice, as long as the stay is equal to or greater than 7 nights. If it is lower, it will correspond only 1 change or it will also depend on the number of nights. At reception they will confirm it.

If my flight arrives later than 10pm, will there be someone waiting at the reception?

The reception hours are from 9:00 p.m. at 10:00 p.m. In high season. From 22:00 h. There is a person on duty who is responsible for waiting for customers who arrive later than that time. It is essential to inform about the arrival time so that reception is waiting for them.

What days come to clean?

Two weekly cleanings are included. Cleaning days depend on the day of arrival, the number of nights and the organization of your apartment. At the time of Check in at reception, they will give you more information about cleaning days. You can request extra cleanings to those confirmed in the reservation at our reception, always at an additional cost.

Is there WiFi in the apartments?

In all properties you can enjoy free WiFi, both in apartments and villas. Also, if you have an Internet-mobile connection, the connection is also possible, since there is enough coverage.

Is it possible to park near the apartments?

In the streets and accesses around each apartment area there are free public parking areas, there is no blue zone. The beach also has a large free parking and free access.

Is there TV in the apartments?

In all the properties they have TV and Satellite TV, watching channels from Spain and abroad.

Look at the specifications of each property to know all the equipment you have.

Do I have to pay ECOTASA?

For some years, the Balearic Government has imposed on all people staying in the islands the collection of the ECOTASA. In the total price of the reservation is NOT INCLUDED the amount corresponding to that tourist tax, which the customer must satisfy at the time of arrival at the establishment. According to the law each hotel establishment will calculate the amount of the tax corresponding to the reservation, depending on the number of people and nights of accommodation.

What time do I have to leave the house on the day of departure?

The official departure time is before 10: 00h. since the cleaning service has to prepare the house for the next arrival. A day before you will be notified from reception if it is possible to stay a little longer, depending on whether the house is occupied again or if the next customer arrives in the afternoon. This is not guaranteed and has an extra cost.

Do you want to ask us a question?

We will be happy to help you. Fill out the contact form with the question you have and we will respond as soon as possible.

 


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