Essential Information
Please read this essential information which forms part of the agreement to rent a holiday property using Sun-hat as property agents.
Price Guarantee
Sun-hat guarantees the price of your accommodation will not change after you have made your booking
and we have issued a confirmation invoice.
Sun-hat Villas lowest price guarantee offers customers who have already booked a refund of 125% of the difference between what they paid to Sun-hat Villas for the rental (this excludes any extras booked such as air-conditioning, pool heating, etc.) and the price being offered by another similar company.
Making Payments
The standard terms are, we take a 25% deposit when you book your accommodation, and the balance is paid 10 weeks before your holiday begins. We send an e-mail reminder 12 weeks before you travel.
Credit and Debit Cards
Sun-hat accepts all major debit and credit cards, so that you can pay for your holiday by telephone or over the Internet, and with additional benefits offered by your payment cards.
There is no charge for paying by debit card, but bank charges do apply when paying by credit card.
Bank transfers and Cheques
You can make balance payments by Bank Transfer - our bank details are displayed on your invoice - simply make the transfer and quote your booking reference, or by cheque payable to Sun-hat Ltd. We will automatically send you a receipt for all payments - these are sent by e-mail.
Our holiday properties
Many of the holiday properties we feature are privately owned, and are therefore furnished and equipped to the individual tastes of the property owner. Sun-hat Ltd acts as agents for the owners of overseas properties, and we visit the properties we feature to ensure they offer a good standard of accommodation.
Descriptions
We describe our holiday properties accurately dispensing with colourful adjectives in favour of clarity and integrity, giving a feel of the layout of the properties and apartments, along with their situation. We also show clear photography both interior and exterior. Should you want further information, we know most of our properties and can give you more details on request.
Assistance Abroad
In all our destinations we have a local agent or house manager who will make the necessary arrangements
in advance of your arrival. We respect your privacy and independence, and will provide you with local
contact numbers for our people in your chosen destination, should you need assistance or information.
Directions and Maps
We provide clear easy to follow directions and maps giving the precise location of your chosen villa, so
you can take a hire car from the airport should you prefer. Should you take wrong turning, you can
always call our local agent, or even our UK office to help you back on the right road. If you would
like us to talk you through the directions before you leave, we would be very happy to do so.
Property check-in and check-out times
On your first day, your property is ready for your arrival at some time between 1.00pm and
4.00pm (depending on the property) or later by arrangement. Let us know your expected arrival time so we
can plan to minimise any delay to your check-in. On your departure day your property checkout time is
10.00am unless otherwise arranged with our local agent or house manager. We always try to arrange
check-in and check-out times to suit our customer's flight times but cannot guarantee times outside the
normal.
Special Requests
Special requests (for example early check-in or late check-out) are not guaranteed, however we will always do our best to comply with these provided they are made well in advance of your departure.
Accidental Damage Waiver (ADW)
Most of our properties have a non-refundable charge of £7 per person, the Accidental Damage Waiver (ADW) which will be added to your confirmation invoice and is payable with your balance payment. The ADW is used to cover accidental damage that can occur up to the value of £1200 per property. This waiver excludes negligence and vandalism. For any accidental damage that exceeds the value of £1200 per property, we reserve the right to invoice you for immediate payment.
House Deposits
Some of our property owners, especially for the most prestigious properties, require us to hold a refundable house / key deposit from you, as a security deposit in case of any extra costs (such as telephone or internet fees) or loss and damage. This deposit is refunded after your return to the UK and extras costs are settled. The amount varies from £200 to several hundred pounds.
Accommodation
A twin bedroom means two single beds. A double bedroom has a double bed. A bathroom has bath with shower over, basin and W.C. A shower room has a shower instead of a bath, basin and W.C. All self catering properties have a kitchen and living room.
Swimming Pools
Where pool sizes are shown, for irregular shapes the maximum is shown. As a guide, pool depths are usually 0.9 -1.1m at the shallow end, and 1.8 – 2.0m at the deep end however you should always check before using the pool. There is no diving permitted at any of the properties and extra care should always be taken when using the pool. Children should always be supervised at all times.
Pool Heating
Some of the properties we feature have heated swimming pools. This feature is usually an optional extra and carries an additional charge. The cost varies from property to property and sometimes season to season. Please check the individual property details. The water temperature cannot be guaranteed as this will depend on ambient temperatures, the type of the heat pump, and whether a pool cover is used.
Air-conditioning
Air-conditioning is available in many of our properties and may be included in the property cost, or may be a chargeable extra, depending on the property. The price varies from property to property. You should always request this at time of booking and on you booking form.
Villa Heating - Portugal Winter
During the winter months from October to April, many properties in Portugal are priced excluding electricity and gas usage. These properties are usually equipped with meters and charges are made according to consumption. These costs are often settled on return to the UK and there may be an additional deposit required for this.
Satellite Television
Where satellite television is advertised this may mean BBC and/or ITV and in some properties Sky TV, however in some properties very limited selection of satellite services are available. We cannot guarantee the precise channels as these services change from time to time and we do not monitor changes. If you ask us to clarify which services are supplied at a particular property we can usually find out.
Telephones
If your property has a telephone you may use this after payment of a telephone deposit.
Your calls are metered and charged according to usage at the rate for that property. These costs may
be settled locally, or on return to the UK as individually agreed.
Changes to your accommodation
We always inform you of any changes that may have taken place since descriptions were written/checked,
or since you made your booking, just as soon as we are made aware. Holidays are planned well in
advance, and there may be times when our property owners alter or temporarily withdraw services or
advertised facilities, without prior warning to us.
Building Work
In most resorts, in all countries, there is new building work taking place. We take steps to monitor this and advise you if any building work affects your property. Should we consider that a neighbouring building plot or plots would seriously affect your property with either noise or dust pollution or both, then we will use our best endeavours to find an alternative property for you under the terms of our booking conditions as stated in Section 8, or offer you a refund.
Where roadwork's or public works occur at short notice or without notice, and which are outside of our control, we cannot be held liable for any inconvenience to you, but will act to seek recompense from the property owner to compensate you, and when this is agreed, pay this to you on behalf of the property owner.
Maid Cleaning
A maid cleaning service is included in all of our properties. The service will always include: clean bed-linen on arrival and a full change at least once weekly; clean bathroom towels, and a full change twice weekly (clean on arrival and once mid week). The frequency of cleaning varies according to the property. Additional cleaning is normally available on request for a small charge. Pool and beach towels are excluded in some properties and included in others. You should check with us or on your paperwork.
Personal Health
Please tell us at the time of booking about any medical condition or infirmity of any member of your party that might be relevant to your holiday. We have contacts with medical facilities and companies abroad who can offer services that may assist and make you trip even more comfortable.
Passports
A valid British Passport (name of passport to correspond with the name on your flight ticket) is necessary to visit Portugal and Spain. If you or a member of your party is not a British Citizen you should contact your Embassy to find out if you or a member of your party should obtain a Visa prior to your departure date. We are unable to accept responsibility for the failure of Customers to carry valid passports, visas, or driving licences. Some countries, including Portugal, require persons under 18 years old who are travelling with friends and not family to hold a letter of permission from their parent or guardian.
Portuguese nationals and non-Portuguese residents
Children under 18 years and leaving or re-entering Portugal, unaccompanied by their father, mother or legal guardian, need a travel authorisation. This travel authorisation must be:
- Signed by the father, mother or legal guardian; and
- The signature must be notarised if the father, mother or legal guardian reside in Portugal; or
- The signature must be authenticated by a Portuguese embassy or consulate in the country where the father, mother or legal guardian reside.
This travel authorisation is also required when a person other than their father, mother or legal guardian accompanies minors. In such cases the travel authorisation must also clearly show the name of the accompanying person.
Non-Portuguese resident minors under 18 years and travelling alone may be refused entry if they do not have anyone in Portugal taking responsibility for their stay.
Insurance
Members of your party must be adequately insured. Sun-hat can recommend insurance companies with
competitive rates. Crimes against people and property are a reality abroad, as they are in the UK, so
we advise you to be vigilant whilst on holiday. Should you lose any property whilst abroad, you will
need to obtain a police report for any insurance claim you make.
People in your booking
Should you wish to accommodate more people in the property than the number booked, you should
notify us in advance. There is usually no extra charge except when you need a cot or extra bed.
Children
Children's high chairs and cots are usually available at a weekly charge, and should be ordered at the
time of booking. The very young should be supervised, as there are always risks.
Cancellations
The charges, should you cancel your holiday, are listed in clause no 6 of our
booking conditions. Should you be forced to cancel for reasons
covered by insurance, cancellation charges may be reclaimable from your insurance company. We always
recommend you take out insurance at the time of booking.