Q. | Can I make a booking by phone? |
A. | We do not take telephone bookings. All availability can be accessed by clicking on the price availability tab on the property you are interested in. From there you can get an online quote and make a reservation. If you have a particular enquiry that is not in the details of the property listing you can contact the owner/agent directly by clicking on the enquiry tab on the property listing. Villarenters do not have any more information about the properties other than what is already on the site. Neither does Villarenters inspect the properties. We recommend you concentrate your search on properties with a high RentalSystems Index as they have greater calendar reliability (they will have had bookings through us), and properties that have been reviewed by previous guests. |
Q. | Can I contact the member before I make a booking? |
A. | Yes by email only. Just click on the 'Enquiry' tab. It should not be necessary to enquire about availability as this information can be found by clicking on the 'Prices and Availability' tab. Available dates will appear in green. To find out the price per week, just hover over the dates with your mouse. If the prices are not set then please contact the member by clicking on the 'Enquiry' tab on the property website |
Q. | How do we get the keys for the villa? |
A. | Full arrival instructions as inputted by the member are sent out automatically after the payment has been made in full |
Q. | I made a booking request but I received no reply what should I do? |
A. | Villarenters do not manage bookings on behalf of the members - we rely on them responding directly to you through the booking system. We monitor the activity of members and award them index points for providing good service. This is clearly displayed on all our properties to assist you with your choice. Some members are quicker at replying than others - we send out a reminder every 24 hours. Plus we also send out SMS text messages. If after 3 days you have not received a response we advise that you try booking another property. A member will be deducted RentalSystems Index points if they fail to respond within a reasonable timescale. We suggest that if you are searching for an alternative property you refer to the owners RentalSystems Index score which is displayed in the top right hand corner of the property details. Owners are rated from 0 upwards and those with higher index scores have proven to Villarenters that they are good owners and we will have done a lot of business with them. You will have a much greater chance of receiving a prompt and affirmative reply to your booking request with an owner with a higher index. |
Q. | Can I make a provisional booking? |
A. | In essence you are making a provisional booking as you are not committed until you pay the deposit. Once you make a booking request nobody else can book the property using the Villarenters booking system. After confirmation the member will give you a certain amount of time to pay the deposit. This will depend on the individual member. You will see this information when you make a booking request. |
Q. | I have received no confirmation from the owner. How long should I wait before I look for an alternative property? |
A. | Please allow owners between 2-3 days to respond to your booking request. Most owners respond within 48 hours. Soon as you make your booking request the owner are notified by email. They will receive an email daily until they respond. We also send SMS messages to them. If you have not heard from them within this time period we suggest you have a look on www.villarenters.com for more properties. Please note you can make several booking requests as there is no commitment to a booking until you make a payment. We recommend you look at the RentalSystems Index. This is a rating we give each property according to how much business we have done with them. Those with a high index are possibly more reliable and could respond a lot quicker. |
Q. | I have not received my keys and I travel in 6 days time. What do I do? |
A. | All your arrival details can be found by logging into your members area. You can also call the property manager. The contact details can be found by logging into your renters area - click the 'Contact' button. They are also on your emails. |
Q. | What exactly is the booking procedure? |
A. | Go to 'Price/Availabilty/Book'. Enter your dates and click 'Continue' to make a booking request. Our owners are alerted by email and sms text message, and will either accept or decline your booking. If the booking is accepted you will be notified via e-mail. If the property is marked as Instant Confirmation then this step occurs immediately and you get an automated email giving you instructions on how to pay. Our owners require their customers to pay a deposit on booking followed by the balance prior to taking occupation. If the booking is a late booking you may also be required to pay the balance at the same time as the deposit. Most will also ask for a breakages deposit at the same time as the balance is due. The exact amounts and timing will depend on the individual owner and the timings will be clearly presented to you on screen and by email. The deposit/full amount must be paid before the said due date to secure the booking. After payment of the deposit you will both have access to each others contact details |
Q. | When do I pay for my accommodation? |
A. | After the member has confirmed your booking you will be sent an email with a link to the secure payment area where you can login and pay online by credit/debit card. |
Q. | I may have to cancel. Will I lose the deposit? |
A. | Possibly. You can ask the member if you can cancel without penalty but its at their discretion. If the member agrees to refund you they will do so to you directly (Villarenters has no mechanism to refund deposits) . Bear in mind that the member will have incurred some costs payable to Villarenters so a full refund is unlikely. |
Q. | How do I cancel a booking? |
A. | Login to your account and then click on Cancel Booking. If you have not paid the deposit there is no charge. If you have already paid the deposit this will not be returned to you. If you have already paid the balance then you may be entitled to receive some of that back according to how the owner has set their cancellation terms. The system will calculate the amount you can expect to be refunded on the screen for you. |
Q. | I wish to change the dates of a provisional booking - what do I do? |
A. | Cancel the booking you already have and use the notes box to send an explanation to the member then immediately re-book it with the dates you want |
Q. | Are prices quoted for the whole property or per person? |
A. | The majority of our listings are quoted for the whole property. A handful are quoted per person. If this is so it is stated clearly on the property page. |
Q. | Why can't I see the prices for next year? |
A. | Because the member has not yet set prices. You may prompt them them to update prices by sending them a message by clicking on the enquiry tab. |
Q. | How safe is it booking online? |
A. | Your assurance is that if you pay by credit card you are covered. If there is a problem you would be able to chargeback the payment. You are right to be cautious - never pay for a holiday home booking by cheque in advance if you are in any doubt. We help you find the properties that we have already done business with by giving the property manager RentalSystems Index points everytime they process a booking through us, and also by providing all their customers with a feed back system so that you can see all the comments from past guests. Try to choose properties with a high Index and customer ratings if you are nervous about booking direct. Look on the member info and ou will see exctly how much business we have done with the property manager. Although your booking contract is with the owner, we are the credit card merchant and ultimately we would be responsible for returning your money if the service was not provided. So we make sure that we monitor closely the activities of our members and provide you the customer with that information |
Q. | When do I receive the postal address and directions to the villa? |
A. | You can view the arrival instructions and key collection details from your account once you have paid the balance on a booking. |
Q. | How do we go about making a complaint about our booking? |
A. | In the rare event that you need to make a complaint regarding a booking please remember that the contract is between you and the property manager and not Villarenters. Villarenters cannot be held responsible for any inaccuracies published by our members use of our software. In the first instance therefore you must contact the member to make your complaint. Most issues are resolved if the members are notified as soon as possible. You must allow a reasonable amount of time for the member to put things right Secondly, if you choose to you should use the review a property feature to express your opinion and allow the member to respond. Every booking receives an invitation to review a property by a link in an email or you can go to your property and click on reviews. According to how you score the property this may affect the property's ranking in Villarenters through the RentalSystems Index and will certainly affect their Customer Rating. Members generally take great pride in their reputation and will take poor reviews very seriously. We also take complaints very seriously and monitor all reviews of properties. In extreme cases we may remove a property that has had consistently poor reviews If after having exhausted efforts to reach a conclusion to a complaint we will make every effort to arbitrate between the two parties to the best of our capacity. If you feel that Villarenters needs to intervene please email us |
Q. | I have a booking - How do I contact the property manager? |
A. | Login to your account and click on "Contact Member" button - all the contact details will be found on the next page |
Q. | How do I extend a booking? |
A. | Simply contact the property manager who will be able to edit your existing booking ...that way everything will be sorted and you don't need to do anything |
Q. | I am trying to book a property online that is marked available but it will not accept the start and finish date I want. |
A. | This is because the property manager / owner has set up the system to accept bookings on their preferred start date only. You could send the owner an email asking them to take the start date filter off though there is no guarantee that they will comply |
Q. | My booking has disappeared! |
A. | Have you registered with Villarenters twice? It is quite common for holidaymakers to have more then one account, one with the booking in and one which is disused. Please double check you do not have any further accounts with us. |
Q. | How do I add someone extra to a booking? |
A. | To add an extra person to a booking you need to contact the owner from your renters area so they can edit the booking on the system |
Q. | What if my card expires before you refund me my breakage deposit ? |
A. | Due to security reasons we can not refund the deposit to a different card other than the one used to make the payment. Once the refund is due we will send you an email. |
Q. | What credit cards do you accept? |
A. | Mastercard, Visa, Amex, Switch Maestro. But please note for non |
Q. | How do I make a payment? |
A. | You must login to your renter's account to make a payment. Click here to login: |
Q. | What is money back guarantee ? |
A. | In the unlikely event that on arrival your accommodation is not available or materially different from that displayed on the website, we will re-imburse you in full on behalf of The Property Manager providing the following conditions are met |
Q. | Who is my contract with? |
A. | Your contract is directly with the member (owner or property manager) as stated in the terms and conditions associated with the property. Your payment is processed by RentalSystems who provide the credit/debit card payment system via your online account. If you have a problem with a payment you should contact RentalSystems otherwise all other issues are dealt with by the member. Your contract is NOT with Prestige Holiday Rentals, Villarenters.com Ltd or RentalSystems |
Q. | Am I committed when I make a booking request? |
A. | No, the contract does not begin until you pay your deposit. |
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